Every Moment Matters

Whether it’s helping to shovel a car out of the snow, giving a patient an extra blanket or offering a therapy dog to help a young girl feel comfortable in a strange setting — in healthcare, every moment truly matters.

There are countless little moments, but they mean so much. Patients can be scared and confused when they come to us. They choose Hartford HealthCare for the excellent care we deliver — but they remember us for the warmth, concern and attention to detail we show them every day.

These traits are captured in HHC’s “Every Moment Matters” staff engagement / customer experience program. Following a successful pilot at Rushford and Natchaug Hospital, the program has been rolled out throughout Hartford HealthCare.

Staff members were nominated by colleagues and managers for doing the little things that improve the patient experience. Some of these moments are prominently highlighted within our organization on large posters, elevator wraps and wall decals prominently displayed in highly visible areas.

The Every Moment Matters program was paired with “Momentum,” which allows frontline staff and managers to electronically recognize their colleagues in real time, with specific criteria connected to Hartford HealthCare’s values and its leadership behaviors.

Many of these recognitions are shared on a special HHC Intranet page that highlights employees who go above and beyond their routine job responsibilities.

The program is the result of employee ideas — time and time again, staff have told us they would like to see more recognition of employees. The entire program is based on HHC’s core values and the system’s 10 leadership behaviors.

In today’s healthcare world, when consumer choice is more dominant than ever before, the little things can make a big difference. Building loyalty among our existing customers through patient experience will be key to our success.