Implementation of an online qualitative and quantitative employee - PowerPoint PPT Presentation

Implementation of an online qualitative and quantitative employee satisfaction survey across the East Arkansas Family Health Center System N. Kenji Taylor East Arkansas Family Health Center West Memphis, AR

Introduction • East Arkansas Family Health Center partnered with the GE-NMF Primary Care Leadership Program in 2013 • Identified several potential projects with our site Mentor (Chief Operating Officer) to complete during a 6-week rotation • Need to re-assess employee satisfaction in an anonymous way

Background • Research shows the more content the employees of a company, the more content are the customers of that company • National hospital survey in 2006  strong positive interrelationships between patients, employees and physician satisfaction with the hospital • Duty to provide best care to patients but also ensure environment gets the best out of its employees who are community members

Methodology

Results

What t are your thoughts ghts/c /conce oncern rns s about the new building ding in West Memphis is • Overwhelmingly positive: Looking forward to a new building…a new location, more space for staff and patients will help foster positive attitudes & morale among the staff, patients, and their families. Please comment nt on any are reas you feel manag nagement ment must t critica ticall lly y address ress. Please feel free to leave additi itional nal comment nts. • Positive and supportive of leadership: I am very happy working for EAFHC. I work with a wonderful group of people, and I hope to be here for a long time! • Challenges: Leadership and communication Management should be true managers and not friends with their staff

Discussion • Strengths rengths: confidence in upper management (CEO, COO, CFO), overall loyalty to EAFHC and appreciation of importance in the community • Ar Areas of Improvem emen ent: Leadership at the supervisor level, communication throughout the organization • Sur urvey y Design sign imp mproveme ments: nts: Add specific questions about medical / dental directors + other supervisors, include free text option after each question and N/A option for each question, trend survey results over time, improve response rate >80%

Recommendations and Conclusion Short-Term Long-Term • • Consider annual Based on supervisor Leadership manager/supervisor assessments, consider assessments reorganization • • Leadership Keep ongoing talent training/workshops for pool for local supervisors positions when need arises • • Monthly newsletter to Clearly documented Communication update staff on events in policies on feedback the different locations systems • • Company emails for Workflow analysis everyone and training on before moving into email / Internet use new buildings • Solicit employee feedback

Acknowledgements A b A big thank nk you u to GE, E, NMF, , all the e providers, viders, staff f at EA EAFHC, C, ment entor ors s and fello low w medi edical cal studen udents ts for r being ing so welco coming, ming, helpful pful and fun un!