Hello My Name Is Primary Health NW Evaluation Report April 2018 Michelle Towle Health Promotion Coordinator 1
Summary Primary Health staff in the NW of Tasmania were provided with a Hello My Name Is badge during 2017. Most staff report wearing their badge most of the time. The majority of staff said that having the badge makes interactions easier for patients, easier for staff and improves communication and connection. They acknowledge that patients / clients can easily forget names when they are seeing many service providers or changing staff in a situation that is often stressful. The challenges for staff are mostly about the logistics of remembering and wearing the badge. A small number of comments were made about disliking the design or not wanting people to know the staff members name. Contact will continue to be made with Primary Health NW staff throughout 2018 to enthuse and encourage staff, correct misperceptions, and address issues raised through this survey. 2
Contents Summary... 2 Introduction... 4 Demographics... 5 How often do you wear your plain name badge?... 7 What s good about having the hello my name is badge?... 8 What s not-so-good about having the badge?... 11 What difference is it making to you, the patients, or your co-workers?... 14 Any other comments?... 17 Recommendations... 18 Appendix 1 survey questions... 19 3
Introduction Hello My Name Is campaign The Hello My Name Is 1 campaign, which started in the UK, was received with enthusiasm by Primary Health Management staff in the NW of Tasmania. The campaign highlights the importance of introductions as the beginning of a human connection and compassionate health care. Name badges Hello My Name Is badges were distributed to around 400 Primary Health NW staff between July and December 2017. Presentations Presentations / discussions with each site / team were arranged, and approximately 160 staff attended these. Feedback from staff Staff were invited to fill out a survey after they had their badges for about a month. A total of 99 people responded. This report summarises their responses. The survey questions can be seen at Appendix 1. 1. https://hellomynameis.org.uk/ The #hellomynameis campaign was started by Dr Kate Granger in the UK in 2013. It is currently being maintained by her husband Chris Pointon. 4
Demographics The 99 staff who responded were from the teams / sites presented below. 35 30 25 20 15 10 5 0 Which is your team / site? (number of survey respondents) Note that sites / teams who received their badges later in the campaign (eg. Devonport CH&SC, Social Work) had less time to respond to the survey. (About a month.) Some of the teams are small. The graph below shows survey responses as a percentage. 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Survey responses as a percentage of number of badges sent 5
Some teams already have plain name badges Staff from King Island were invited to respond to the survey even though they weren t issued Hello My Name Is badges, as they already have plain name badges like that below. Ten King Island staff responded to the survey. The physiotherapy and speech therapy teams already have plain name badges also. The survey was open from August 2017 to January 2018. 6
Number of responses How often do you wear your plain name badge? Three quarters of the staff who responded wear their badge more than 70% of the time. A small number of people said they don t wear it, or don t wear it in the office, only with clients / patients. 60 How often do you wear your plain name badge? (sliding scale: 0% to 100% of the time) 50 40 30 20 10 0 Most people said they were wearing their badge most of the time. 7
What s good about having the hello my name is badge? campaign is good 4% badge itself is good 16% easier for patients 24% people remember or know my name 29% improves communication / connection 27% Other people remember or know my name: patients, clients, other staff, students. One third of people who responded included a comment like these: Easy introduction: staff, clients, students. Clients know our name. May not remember nursing staff when introduced initially and often have several nursing staff. Clients haven't commented so much, but walking onto unfamiliar wards it seems to help the staff. One staff member mentioned they were using the badge instead of a verbal introduction, which is not the intention of the campaign. 8
It is likely that this staff member didn t attend a presentation / discussion about the campaign, where it was highlighted that badges are simply a reminder for us to introduce ourselves every time. It improves communication and connection with people Close to one third of people who responded included a variety of comments that fit with this theme. I think patients are more willing to engage with me. Sometimes it feels like there is a barrier when someone can't remember a name and it can impact rapport building. Easy identification starts the conversation easier. It prompts me to always introduce myself in a friendly welcoming manner and helping people feel comfortable in an unfamiliar environment and, more often than not, worrying situation for them. The badge makes it easier for patients / clients More than a quarter of respondents mentioned this idea. It allows people to address you by name even if they have forgotten your name or just not been introduced. When using names to talk to each other it is more personal, thus promoting the building of relationships. Clients who forget names do not need to keep asking. I like it because the people I have to interact with can just look at my name badge and call me by my name without having to ask what it is. 9
The badge itself is good Nineteen staff mentioned that the badge was variously: Durable Clear, simple Easy to read A good size Easy to wear [I like the] ease of use, [it] survives the washing machine! It's handy that it sticks to the front of my locker at the end of the day. The campaign is good Five staff commented this was a good idea and a great campaign to be part of. Demonstration of support for a well-recognised campaign that really makes a difference to both patients and staff. Two people commented that they had seen no difference, and three people skipped the question. In reporting on the positive aspects of having a new, additional name badge, staff found it: Easier for everyone to remember, know and use names: patients, staff, students Improves communication and connection with patients / clients Easier for patients to interact and connect. 10
What s not-so-good about having the badge? don't want people to know my name 10% design 10% forget 36% troubles wearing it 14% nothing 30% I forget to put it on, take it off, or can t find it! One third of staff made a comment to this effect. Just remembering to put it on each day. Remembering to put it in the same place when I leave work each day! If you leave it on when you go into a shop etc and everyone starts calling you by your name and you wonder if you should know them. Remembering not to leave it on my clothes before they go in the wash. 11
Nothing More than a quarter of respondents said there was nothing wrong with having the badge. An additional 13 people skipped the question. Nothing. I have a system when I take badge off and put it on so it is now an entrenched habit. I have troubles with wearing it Thirteen staff members mentioned concerns or experiences about the badge falling off, moving, catching on things, and wearing it in a visible way. Wearing upside down :) although it helps them learn name. Sometimes the badge will flick off or become dislodged. Working in the kitchen I feel it could be a safety issue One respondent made the suggestion: Can it be permanent fixture to shirts? The design could be better Nine comments were made about the design. It feels childish - like the staff wear at Kindergarten 12
Not identified easily. Slows introduction. I don t always want people to know my name Nine staff members commented that they didn t always want to be identified. For one, they felt it wasn t needed. Some clients I really don't feel comfortable knowing they know my name. I work with the same group of people and everyone knows each other's name. Two staff members expressed disappointment: That so few others at Parkside wear them. I was hoping it would increase awareness of others. Not very professional. By just wearing a badge does not take the place of introducing yourself. I thought introducing yourself was part of accountability and part of professional conduct. As mentioned above, it was made clear at staff presentations that wearing the badge does not replace a verbal introduction. This point will be emphasised in staff communications in 2018. In considering the challenges and barriers to wearing plain name badges, staff identified the main problems to be about logistics: remembering to put it on and take it off, wearing it properly and safely. Of all the responses, only 18% had an issue with the badge per se and the idea of wearing it. These themes were around the design and not wanting to be known by name. 13
What difference is it making to you, the patients, or your co-workers? No change / not sure 20% Improved communication 21% easier for patients 38% easier for staff 21% Having the badge makes it easier for patients 40 comments were made about it being easier for patients, especially: People who are likely to forget When interacting with a new health care worker For people who see lots of different service providers People often find my name difficult to remember, so they can look at my name without asking again. The patients report it is nice for staff to wear a name badge, as when the staff first introduce themselves there is a lot of other things happening and it is easy to forget the person s name. Makes a difference for clients when they see so many different faces and can't remember names. 14
It s easier for staff Comments about it being easier for staff were expressed by 22 people. This was thought to be especially true for new staff, or when staff go to work in a new area. Of particular interest was several mentions of how the Hello My Name Is campaign has prompted discussions about expectations, culture, and behaviour. Easy to identify staff and being a new staff member, easier to know staff. One difference it's made is we are more openly discussing things like bullying, being civil with each other, it's certainly making us look at our manners. I encourage some 'not so friendly' staff to embrace it & remind them that when they are in a reverse situation they like to be treated by friendly staff & to be made feel comfortable. The positive culture of a united campaign is helpful to team building. Improved communication Twenty-three comments were made about an improved quality of interaction and communciation. In particular, people using staff names more often, and a better connection and communication between staff and patient / client. Comments included: More personal and friendly Improved recognition Confidence Being more approachable Easier to build rapport Promoting conversation 15
I think it's a great ice breaker with patients, and it feels good to be addressed by your name when engaging in a conversation. While wearing the badge on shift noticed patient using my name more often even though I usually introduce myself when I first meet a patient/client, Facilitates an environment of ease with patients...facilitates communication and confidence in the health care team. No change / not sure Twenty-one people said they hadn t noticed any changes since wearing the badge (for some it was a short period of time). Ten people skipped the question. In considering the impact the plain name badges are having, the vast majority reported that it: Made interactions easier for patients / clients Made interactions easier for staff Improved the quality of communication between staff and patients / clients Additionally, the campaign has prompted staff conversations about culture, expectations and behaviour. 16
Any other comments? Twenty more positive comments were made. Comments included: I wish more people were wearing them For vision impaired...writing is a bit small. Otherwise happy to promote wherever whenever! How much money was used to generate these new name badges? As we already have name badges, seems like a waste to me. From this last respondent s other answers it is clear they didn t attend a presentation / discussion about the campaign. ( just wearing a badge does not take the place of introducing yourself ) This highlights that we need to make sure each staff member is part of a discussion about why plain name badges have been introduced. 17
Recommendations Staff members will be contacted through their site / service champions throughout 2018. These updates should include: The expectation from management that badges will be worn all of the time An invitation to have additional presentation / discussion sessions either with the Health Promotion Coordinators or the site / service champion Sharing useful tips mentioned in the survey responses, such as sticking the magnet on the locker, and having a system to remember it and asking for more tips from staff Sharing the survey responses themselves to show the level of support and the difference it s making Letting people know if safety is an issue, they can order badges with pin backs rather than magnets, and / or consider other options (eg. staff photos on the wall) Information on pacemakers / implantable cardioverter defibrillators and magnets (as they can interfere with their function). 18
Appendix 1 Survey Questions Surveys were collected via SurveyMonkey and paper versions. 1. How often do you wear your plain name badge? (Mark the line with a X) Never About half the time Always 0% 50% 100% 2. What s good about having the hello my name is badge? 3. What s not-so-good about having the badge? 4. What difference is it making to you, the patients, or your co-workers? 5. Which is your team / site? (please tick) ACAT Adult Day Centre Allied Health: OT / physio / podiatry / speech / P&O / social work Central Coast Community Health Centre Devonport Community Health & Services Centre Hellyer Community Health Centre Burnie Palliative Care Primary Health Management Rosebery Community Health Centre Smithton District Hospital West Coast District Hospital Queenstown Other: 6. Any other comments? 19
] Contact details: Michelle Towle Health Promotion Coordinator Phone: (03) 64777347 michelle.towle@ths.tas.gov.au20