Healthcare Organization Employee Experience Michael Mabanglo, PhD, LCSW February 16, 2016

Healthcare Organization Employee Experience Recognize the drivers of employee engagement Utilize a method for assessing employee engagement Identify successful strategies for engaging employees

What is the Quadruple AIM? Employee

A Relational Approach to Chronic Disease Management, Sam Fernandez, LCSW - MCHC

Burnout and the Healthcare Environment Nurses, mental health workers, and Health Organization Staff report high levels of burnout Medical Providers more errors increased cost worse patient outcomes with patients with diabetes

Creating Joy and Meaningful Work Joy defined as all members of the workforce have a sense of accomplishment and meaning in their contributions Meaning defined as a sense of importance of daily work

Employee Experience:...how employees think and feel about every workplace element – from their relationship with coworkers to their amount of trust in senior leaders, from the pay and benefits they receive to overall job satisfaction.

Employee Engagement:...a positive attitude held by the employee towards the organization and its values. An engaged employee is aware of business context, and works with colleagues to improve performance within the job for the benefit of the organization. The organization must work develop and nurture engagement, which requires a two-way relationship between employer and employee

Why track engagement? Good for the Employee & Client High employee engagement associated with better wellbeing greater satisfaction greater sense of joy and sense of meaning or purpose Positive correlation between high employee engagement and positive patient experience Positive patient experience associated with better clinical outcomes Good for the Organization High engagement associated with higher quality of hospital services better employee retention lower number of safety incidents better productivity and financial performance Improved employee satisfaction, retention, and engagement can improve patient experiences Your organization may be rewarded or fail to meet incentives based on engagement scores

Drivers of Employee Engagement Feeling recognized, valued, and involved Feeling included in decision making The extent to which employees feel able to express their ideas, and managers listen to their views, and value their contributions

Drivers of Employee Engagement Autonomy The opportunities for employees to develop their jobs and have some control over their work A Sense of Pride in the Organization

Measuring Employee Engagement Use Net Promoter Plus as the measurement tool Review and disseminate the results Build a culture of continuous feedback

Net Promoter Plus How likely is it that you would recommend to a friend or colleague as a place to work?

Strategies for Creating an Environment for Engagement Develop and practice strategic, intentional, and authentic communication strategies (i.e., rounding, recognition skills built into job descriptions and evaluations) Build relationships through effective communication (i.e., evidenced based communication: motivational interviewing, empathy training).

Discuss at your table Share organizational examples of successful employee engagement efforts? Meaningful steps that your manager or organization can take to address challenges? What actions can you practice (or continue to practice) tomorrow that foster employee engagement?