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Employee Engagement Impacts Patient Satisfaction
Situation:
A four-hospital health system, located in New England with 11,400 employees and 2,500 physicians, understands the importance of Employee Engagement as a driver of staff retention and patient quality outcomes. The mission of the Human Resources function in this hospital system is to assist the hospitals and their partners in achieving their goals of being the Employer and Provider of Choice in the communities the hospitals serve.
To support its mission, the HR function across the health system has been partnering with PeopleMetrics for a number of years to measure and improve Employee Engagement.
Approach:
The hospital takes a holistic approach to measuring and improving Employee Engagement. They survey all employees on a biennial basis to identify levels of engagement and key drivers. In the years in between, pulse surveys, which focus on the key drivers of engagement that are being worked on, are administered to a sample of the population. Electronic focus groups (eFocus™) are used to gather in-depth feedback from employees on the key drivers and progress in these areas. Furthermore, PeopleMetrics works with each hospital’s patient and HR data (such as turnover, usage of overtime and contract work) to quantify the relationship between engagement and business results.
Results:
The research revealed a common driver across all hospitals, that of "caring for employees." In addition, unique drivers were identified at the hospital level. Site and department specific action plans were created to address these issues and a follow-up pulse survey was carried out a year later. In all cases, engagement scores had improved significantly and views of management’s commitment to act on the survey results had similarly improved.
In addition to developing a roadmap for improvement, the health system was also able to prove a correlation between Employee Engagement and patient outcomes, including overall quality ratings and likelihood to recommend the hospital.
In 2006, the health system won a Best Practices award for excellence in its Employee Engagement process at a national healthcare conference. Our client was selected out of 134 submissions.
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