avatar hr solutions healthy patient journey

8/10/2019 Avatar HR Solutions Healthy Patient Journey

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Copyright 2012 Avatar HR Solutions

Employee Engagement: The Prescription for a

Healthy Patient Journey

Kevin SheridanSenior Vice PresidentHR Optimization


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What is Employee Engagement?

Employee Engagementis a strong desire to bepart of the value anorganization creates.

Engaged employees feela strong emotional andintellectual bond withtheir organization.

Engaged employees exertdiscretionary effort to

provide better outcomes fortheir organization.

1

2

Engaged employeesbecome co-owners of their

own engagement andcommit to improve.

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Engaged Healthcare Employees
http://www.hrsolutionsinc.com/Videos/baptist-health.cfm


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Limited enthusiasm about job duties, givingpatients the bare minimum.

Often more concerned with receiving a

paycheck than providing quality care.

Rarely, if ever, volunteer for extraassignments or take lead roles.

Patient Examples:

Thats not really my job, but you could ask another

person for help.

I am so glad my shift is almost over.

Silence They do not feel a connection with

patients & do not go out of their way to converse

with them.

Ambivalent Healthcare Employees


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Patient Examples:

If something was done wrong, Im not surprised.

The nurses here dont know what theyre doing. I am not doing that because it is not in my

job description.

You are being too demanding. I dont have all day to deal

with your problems.

Negative attitude can lead to shortresponses and/or rude comments.

Problems are ignored because they are

not concerned with the organizations

success (Risky!)

Actions often cause more harm than good.

Disengaged Healthcare Employees


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Levels of Employee Engagement in the Workplace

69 percent of the healthcare workforce is NOT engaged.

Source: HR Solutions National Employee Engagement Study


7/15 Copyright 2012 Avatar HR Solutions

Copyright 2011 HR Solutions, Inc.

Engagement Transformation Model



Outcome: Retention

Engaged employees are six times more likelyto stay with the organizationthan their disengaged counterparts.

Less turnover leads to stronger relationships with patients



Outcome: Discretionary Effort

Engaged employees will go above and beyond to help patients.

Patients benefit from new and innovative ideas.

Employees take ownership of their own engagement and seek out improvements.

No engagement imbalance.



Outcome: Reputation

60 million Americans discussed their medical experiences online in 2009*.

Engaged employees lead to satisfied and loyal patients who will recommend the

hospital / physician.

The Multiplier Effect: On average, one unhappypatient will voice theirdissatisfaction to 10 other people, who, in turn, tell at least fiveother people.

Thus, about 60 otherseventually learn of the complaint.

There is a proven correlation between patient satisfaction

and employee engagement

How has The Multiplier Effect come into play

in other industries?Example: United Breaks Guitars YouTube

VideoAlmost10 million hits.

*http://www.wipro.com/Documents/resource-center/library/impact_of_social_media_in_healthcare.pdf



Proven Example

87%

72.22%

68.59%

9.12%

79%

65.93%65.44%

6.03%

0%

20%

40%

60%

80%

100%

Op erat ing Margin Pat ient Exp er ience -

Overall

Patient Experience -

Likliehood to Recommend

Concern for Patient Care

2010 Engagement

Top 25% Bottom 25%

Employees in the top 25 percent on

engagement levels scored significantly higheron every business metric measured



So what should you

do to engage youremployees and

realize these

outcomes?



Key Drivers of Engagement

Recognition. Career Development.

Direct Supervisor / Manager Leadership Abilities.

Strategy and Mission.

Job Content.

Senior Managements Relationshipwith Employees.

Open and Effective Communication.

Co-worker Satisfaction/Cooperation.

Availability of Resources to Perform the

Job Effectively. Organizational Culture and Shared /

Core Values.

Determination of Key Drivers based on survey responses in Avatar HR Solutions National Normative Database, representing

over 3.3 million participants and 2,400 organizations.



Best Practices for Increasing Engagement

Recognize early and often.

Formal / informal andpublic / private.

Coach, motivate, and promote employees.

Open relationships.

Link employees jobs with the strategy and mission.

Provide freedom and autonomy.

Clearly define employee roles.

Ask employees how they can contribute.

Open and effective communication.

Fun = engagement.



QUESTIONS/COMMENTS?

Follow us on Twitter:

@EngageEmployees

Join the conversation onLinkedIn:

Employee EngagementEmporium

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