Rivas

Rivas is a significant healthcare organization. With a hospital, seventeen nursing home locations, and a wide range of home care services, they provide daily care for people with dementia, physical disabilities, and those in need of rehabilitation and recovery. It is crucial that both employees and residents feel heard. Joep, a quality nurse at Rivas, is responsible for guiding teams and encouraging quality improvements in care.

With nearly 5,000 employees working intensely and with heart and soul to provide the best possible care, it would be a shame to let feedback and potential lessons go to waste. This is where FourSmileys came into the picture. But how did this come about? And, in what creative ways does Rivas use the feedback solutions? Below, Joep shares more about the use of Smileys at Rivas.

The Reason for using FourSmileys

"Every so often, we conducted a large survey, but it often took months before we received the results. By that time, the world had already changed. Additionally, we deal a lot with human behavior and find self-determination and autonomy for the client extremely important. Our employees must fully commit to this. But we didn’t gather insights into whether this was actually being experienced.” Therefore, Rivas decided to experiment with FourSmileys' feedback system, which quickly and easily collects feedback.

A bullseye

The choice for FourSmileys proved to be a bullseye, revealing insights that were previously unknown. "For example, management thought that residents would find the frequent care moments disturbing. But when we asked through the FourSmileys feedback system, the opposite turned out to be true. People actually appreciated the attention," Joep explains.

And the system isn't just handy for clients. Rivas uses it in many creative ways. For instance, employees were asked to answer a question twice: first, choosing green for what they liked about their work, and then red for what they didn't like. The results were sometimes surprising. For example, employees valued the contact with residents and team atmosphere, but there was also criticism, such as regarding the facilities at some locations.

The Smiley Terminal is also used during activities, such as an experiential lunch where employees could experience what it’s like to eat after a stroke. Afterwards, the feedback terminal provides insights into the participants' experiences. Joep has already set up nearly 40 surveys in just six months. “The great thing is that you can immediately see what's going on and where you need to respond. We are still experimenting a lot, but I definitely see the potential to roll out the system further to all our 19 locations."

Collaboration with FourSmileys

The collaboration with FourSmileys is smooth. Joep especially appreciates the quick and efficient support he receives: "The contact with FourSmileys is excellent. We are always helped quickly, often within an hour." Rivas sees the use of FourSmileys as an essential tool to better understand whether they are doing the right things and to improve the care experience both internally and externally. After all, healthcare is interconnected with perceptions from both within and outside.

The feedback provided by FourSmileys not only helps Rivas improve internally but also clarifies the public image of the healthcare sector. "More healthcare organizations should be interested in FourSmileys' feedback systems. It greatly helps to know if we are doing things right, both for our residents and our employees. Moreover, it allows us to showcase what we do, because healthcare involves much more than people often think."

FourSmileys is certainly curious about all the surveys and results Rivas will collect in the future. We are ready.

“The beauty of FourSmileys is that it’s fast, simple, and effective. It helps us immediately hear what’s going on and take action. Plus, it's easy for everyone within our organization to use,” says Joep, Quality Nurse at Rivas.