Case Study: Northwest Texas Healthcare System achieves service excellence and higher employee engagement with Terryberry

Service Excellence is Fueled by Employee Recognition at Northwest Texas Healthcare System

Northwest Texas Healthcare System, which operates five facilities and employs about 1,900 people in the Amarillo area, needed a way to embed its Service Excellence values into daily practice and make recognition accessible to all staff, patients and families. To address this, they partnered with Terryberry to deploy the Give a WOW peer-to-peer recognition program, accessible via the NWTHS intranet and a free smartphone app so employees with or without desk workstations could participate.

Terryberry’s Give a WOW solution includes an online nomination flow, a real-time Recognition Wall, award options (non-monetary, tangible awards and "NW bucks"), orientation integration and monthly celebration support. The program drove strong engagement at Northwest Texas Healthcare System — exceeding expectations and generating over 1,900 nominations in December alone — while increasing visibility of staff contributions and reinforcing the organization’s Service Excellence standards.

Northwest Texas Healthcare System