texas department of health survey of organizational excellence: marketing for employee participation...
TRANSCRIPT
Texas Department of Health
Survey of Organizational Excellence:
Marketing for Employee Participation
Wanda Thompson, Ph.D., Associate Commissioner for Operational Support
Robin L. ScottOrganizational Development Specialist
Our Marketing Story….
About TDH & Our Services About Our Staff Our Challenges and Issues Resulting Agency Culture & Climate TDH & The SOE Our Agency’s Needs Our Response: Marketing Strategies The Results What Matters Most
About TDH: Our Vision & Mission
Vision
Texas is healthy people and healthy communities.
Mission We partner with the people and communities of Texas to protect, promote and improve health.
Our Organization Under Texas Health & Human Services Under Texas Health & Human Services
CommissionCommission
Over 150 programs and organizational unitsOver 150 programs and organizational units
4800 employees4800 employees
$1.5 billion in annual expenditures$1.5 billion in annual expenditures
1 central office, 8 regional1 central office, 8 regional offices, 2 offices, 2 healthcare facilitieshealthcare facilities
Our Role in Public Health
At TDH, we register births and deaths…
provide vaccine for immunizations…
screen newborns for hearing deficits and abnormal metabolic conditions…
assure that foods are safe to eat…
and regulate drugs and medical devices.
Our Role in Public Health
We inspect items and entities from mattresses, meat and milk to restaurants, hospitals and tattoo parlors…
track diseases like dengue fever, meningitis, rabies…work to control diabetes, hepatitis C and cancer…
and plan for detection & action in cases of bioterrorism.
Our Role in Public Health
We license professionals such as emergency personnel, We license professionals such as emergency personnel, athletic trainers and midwives…athletic trainers and midwives…
treat people with tuberculosis, sexually transmitted diseases and HIV…
administer programs aimed at decreasing tobacco use, administer programs aimed at decreasing tobacco use, and offering services for children with special health and offering services for children with special health care needs…care needs…
and procure & provide care to people in need of medical and procure & provide care to people in need of medical services.services.
Current Priorities
Improve Immunization Rates
Promote Health & Fitness
Enhance Public Health Preparedness
Eliminate Health Disparities
Improve Business Efficiencies & Practices
TDH: Our Staff
Besides administrative staff, TDH employs:
Nurses SanitariansPhysicians Environmental SpecialistsEngineers Health PhysicistsVeterinarians Laboratory TechniciansEpidemiologists Research SpecialistsMicrobiologists Database
AdministratorsStatisticians Nutritionists
C E NT R A L OFFI C E
52% P HR 9/ 10 4%
P HR 8 4%
P HR 7 4%
P HR 6/ 5 6%
P HR 4/ 5 5%
P HR 2/ 3 6%
P HR 1 3%*OT HE R
1%
LOC A LS 1%
P HR 11 7%
T C I D 4%
ST HC S 3%
TEXAS DEPARTMENT
OF HEALTH
4794 EMPLOYEESAS OF 07/01/2002
*INCLUDES STAFF O N CENTRAL O FC BUDGETS
HEADQ UARTERED O UTSIDEAUSTIN
Staff and Location
TDH Staff Turnover
TDH -TURNOVER REPORT
10.2%
15.4% 15.4%
10.9%
32.1%
27.2%
11.1%13.5% 13.1%
0.0%5.0%
10.0%15.0%20.0%25.0%30.0%35.0%
FY02 FY01 FY00
Fiscal Years
Turn
over
P
erce
ntag
e
CENTRAL OFFICE HOSPITALS REGIONS
TDH: Challenges & IssuesChanges in Agency Leadership:
5 Commissioners in 7 yearsRetirement of Several High-Profile ManagersChanges in Board of Health
Challenging Legislative and Budgetary Issues:Business Process Improvement
Recommendations & PlanTransfer of Medicaid ProgramFederal Cuts
Challenges & Issues, cont.
Reorganizations, Consolidation & Shifts:Programs & ServicesResourcesAgency Priorities & Planning Strategies
Other Stressors for TDH Staff:Security IssuesMedia AttentionJob Security
Resulting Agency Climate, November 2001
New & Unknown Commissioner
Staff Disappointment, Frustration, Burnout
Business Constraints & Uncertainties
Heavy Workload
TDH: SOE History
Since 1994, TDH has offered SOE to all employees, with moderate response.
Participation rate has depended on climate, culture, and staff perception of agency leadership at any given time.
This info supported by focus group feedback following this year’s survey.
TDH: SOE History, cont.
Participation in the SOE seemed to correlate with formal Quality Initiatives at the agency.
Percent Participation - SOE
20
25
30
35
40
45
1994 - 33% 1996 - 40% 1998 - 35% 2000 - 34%
What Could We Do?
How would we get employees to participate in the
2001-2002 Survey of Organizational Excellence?
Market, Market, Market!
What Did We Need?
A way to reach a diverse staff of almost 5,000 statewide.
A way to introduce our new Commissioner to the staff.
A way to introduce the Agency and its issues to the Commissioner.
Some way to tell staff their opinions matter.
An OngoingMultimedia Strategy:
Get Out The Vote!
Marketing Strategy 1: Print
Letter from Dr. Sanchez to every employee
Internal newsletter article
4-color poster with picture of Dr. Sanchez
Posters Featuring New Commissioner
Marketing Strategy 2: Electronic
Employee Intranet Announcements
Series of emails from Dr. Sanchez to every employee
E-Broadcast announcements sponsored by Employee Advisory Committee
Electronic images -- everywhere we could
E-Bulletin from Employee Advisory Committee (excerpt)
“…It’s time for the TDH Survey of Excellence again. Please participate. This is important. I know, we have been told this before, but it's a new day and a new administration....so let's give it another try….”
Dennis Finuf Chair, Employee Advisory Council
Marketing Strategy 3: Voices & Images
Dr. Sanchez Message on SOE website
Commissioner Video/PowerPoint Broadcasts - In TDH Lobby- Looped Video/Powerpoints
- Diverse Narrators & Images- Changed Weekly During Survey
“I took the survey” - Employee Video Testimonials
Survey ofSurvey of
OrganizationalOrganizational
ExcellenceExcellence
December 3 – 21, 2001December 3 – 21, 2001
Eduardo J. Sanchez, M.D., M.P.H.Eduardo J. Sanchez, M.D., M.P.H.
Commissioner of HealthCommissioner of Health
Our goal is 100% employee response, so
we can really evaluate TDH’s strengths
and areas that need improvement.
Complete your surveyComplete your survey
on paper or online betweenon paper or online between
December 3 December 3 – – 21, 200121, 2001
A packet with survey materials and instructions will be sent to
each TDH employee by December 3, 2001.
For More InformationFor More Information
ContactContact Robin ScottRobin Scott
(512) 458-7111, ext(512) 458-7111, ext [email protected]@tdh.state.tx.us
Survey ofSurvey of
OrganizationalOrganizational
ExcellenceExcellence
December 3 – 21, 2001December 3 – 21, 2001
Eduardo J. Sanchez, M.D., M.P.H.Eduardo J. Sanchez, M.D., M.P.H.
Commissioner of HealthCommissioner of Health
Survey ofSurvey of
Organizational ExcellenceOrganizational Excellence
Eduardo J. Sanchez, M.D., M.P.H.Eduardo J. Sanchez, M.D., M.P.H.
Commissioner of HealthCommissioner of Health
Marketing Strategy 4: Personal & Interactive
Commissioner’s statewide Town Hall meeting
EAC/Staff Reps paired in 17 statewide organizational units for area promotions
Heightened involvement of Employee Advisory Committee
Commissioner’s Town Hall Meeting
Dr. Eduardo Sanchez
December 3, 2001
Statewide Satellite
Would We Be Successful ? ? ? ?
Results! A response rate of
58%
A record for the agency!
17 Organizational Areas:
• Response ranged from 27% to 88%
• Midpoint = 48%
• 7 areas over 50%
SOE Participation Percent - Current
0
10
20
30
40
50
60
70
1994 -33%
1996 -40%
1998 -35%
2000 -34%
2002 -58%
What Matters Most?
The best marketing would be wasted if we dropped the ball now.
So, now what?
Post-Survey: Phase One
Results distribution & posting
Statewide Focus Groups 25 groups held statewide Groups of managers AND non-managers To elicit reaction to survey results – do
they make sense? To clarify concerns & generate
suggestions
Post-Survey: Phase Two
Participation Rewards to Top Region, Hospital & Associateship
Establish Steering & Implementation Committees To review survey & focus group
responses To formulate action plans and solicit staff
buy-in To address concerns on a topic basis,
with emphasis on quick wins
Post-Survey: Phase Three
Change -- and market the changes.
Evaluate -- and market the results.
Refine -- and market the improvements.
In Conclusion -- We Learned That:
Ongoing, multimedia marketing works.
Personal messages work.
Focus group involvement of employees works.
Our REAL challenge lies in meaningful changes, and marketing of those efforts..
