BECOMING AN EMPLOYER OF CHOICE THROUGH STAFF ENGAGEMENT

Transcription

1 BECOMING AN EMPLOYER OF CHOICE THROUGH STAFF ENGAGEMENT OPCA & COASTAL FAMILY HEALTH CENTER APRIL 24, 2014 Claire Tranchese, Matt Payne, Jim Coffee & Krista Collins Staff Engagement Agenda Why Staff Engagement? Creating a Staff Engagement Program The Value of Staff Engagement at Coastal Family Health Center Staff Engagement as a Data Transparency Measure Tracking Staff Engagement at Your CHC Types of Employees

2 A Positive Impact Among highly engaged employees 72% Among disengaged employees 27%... believe they can positively impact the customer service their company provides Towers Watson Why Staff Engagement? Engaged employees are psychologically committed to their work, go above and beyond their basic job expectations, and want to play a key role in fulfilling the mission of their organizations. (Gallup) Creating a Staff Engagement Program Are you ready to get feedback and do something with it? Obtain buy-in from leadership Explain why you are measuring it to staff Have a clearly established timeline Measure Explain Results Act

3 How to measure and improve engagement? The gold standard is based on Gallup s two 25 year studies that focused on two basic questions: What do the most talented, productive employees need from the workplace? How do you attract, find, focus, and keep talented employees? How credible is this research? Largest study of it s kind Over one million employees were surveyed Broad range of industries, companies and countries Over eighty thousand manager s took part in one and a half hour interviews Some in leadership, some mid-level managers and some supervisors A meta-analysis was conducted on the data Meta-analysis? A statistical technique that cuts through different performance measures used by different companies to focus on links between employee opinion and business unit performance Business outcomes focused on: Productivity Profit Retention Customer Service

4 Key Findings? Employees who responded more positively to twelve specific questions worked in business units with higher levels of productivity, profit, retention and customer service Employees rated the questions differently depending on the business unit they worked for, not the company Ultimately, the data showed that the direct supervisor is the key driver ( 70%) of employee engagement What are the 12 questions? 1. Do I know what is expected of me at work? 2. Do I have the materials & equipment I need to do my work right? 3. At work, do I have the opportunity to do what I do best every day? 4. In the last 7 days, have I received recognition or praise for good work? 5. Does my supervisor or someone at work seem to care about me as a person? 6. Is there someone at work who encourages my development? 7. At work, do my opinions seem to count? 8. Does the purpose of my company make me feel like my work is important? 9. Are my co-workers committed to doing quality work? 10. Do I have a best friend at work? 11. In the last six months, have I talked with someone about my progress? 12. At work, have I had opportunities to learn and grow? Do the questions go together? Have you ever climbed a mountain? Summit* Camp 2* Camp 1 Base Camp *Focus on the top and get mountain sickness.

5 The Direct Supervisor is the key! What next? After measuring Engagement, help supervisors understand the results how do they compare to the mean? Help supervisors develop an action plan Establish timelines for supervisors to meet and hold them accountable Link engagement to employee evaluations

6 What else? What if your findings are systemic? Many similar negative areas across the company Further exploration may be needed Are you willing to make any system changes? Benefits Process improvement Flexibility Other Gallup Insights Great managers try to help each employee become more of who they already are Great managers defy conventional wisdom A few consistent, foundational insights are as follows: People don t change that much Don t waste time trying to put in what was left out Try to draw out what was left in That is hard enough Focus on Strengths

7 The Value of Staff Engagement Culture Shift.. Sniping Anger Over worked Team full of I s Dissatisfaction Disengagement Time for change Management Ownership Transparency Accessibility Engagement Staff retreat planning Staff survey 3 questions 50% response rate Changing perceptions

8 The Value of Staff Engagement at Coastal Family Health Center Staff Retreat Self Deployment Inventory Pre-retreat survey 100% response rate Engaged facilitator Team building Pre-retreat survey 95% response rate Project selection Post Retreat Survey Results

9 Retreat Continued Looking ahead Continued engagement survey Quarterly All results posted Opinions used by management Pushing change back to staff Engaging Ownership Culture Shift Continuous process Data Transparency Project

10 Data Transparency Project Collaboration between OPCA and Oregon s FQHCS to share data and best practices for six key measures. Data will be shared transparently by each clinic to OPCA and other clinics. Goal of collaborative: to collaborate, learn, improve, and celebrate! Data Transparency Project Twenty-six clinics Three cohorts Two workgroups for each cohort: Executive leadership workgroup: Meets quarterly to discuss current and future measurement strategies for their organization. Data / QI Workgroup: Meets monthly to share data and best practices for transparency measures Data Transparency Project: Six Measures Most measures will align with CCO definitions: 1. Diabetes: % with A1c > 9% 2. Depression: % screened with documented follow-up plan 3. Hypertension: % controlled 4. SBIRT 5. Emergency Department Utilization 6. Staff Engagement

11 Participating Clinics Asher CHC Benton and Linn County Central City Concern CHC Medford Clackamas County Coastal Family Health Center Columbia River CHCs La Clinica del Valle Lane County CHCs La Pine CHC Lincoln County Mosaic Medical MCHD NARA Neighborhood Health Center Northwest Human Health Services OHSU Richmond One Community Health Outside In Rinehart Clinic Siskiyou CHCs South River CHCs Tillamook County Umpqua CHCs Wallace Medical Concern White Bird Clinic Data Transparency Project: Staff Engagement OPCA will discuss staff engagement with Data Transparency clinics in the next three months Gauge level of interest: Which clinics are currently measuring staff engagement and, if so, which tool they use Interest in measuring staff engagement as part of the project Interest in OPCA facilitating survey process Level of interest will determine the next steps Data Transparency Project: Staff Engagement If clinics are interested, OPCA and clinics will choose a tool (or develop one) to measure staff engagement within the context of the Data Transparency Project As part of the SNMHI, OPCA: Created a brief staff engagement survey via SurveyMonkey Clinics able to include one customized question Primary contact person at each clinic would send survey link to staff and receive results from OPCA Webinars and TA support from OPCA

12 Staff Engagement Surveys Tool Pro s Con s Gallup 12 Evidence-based Comparison to other organizations Lots of examples of how others have used the tool Other company surveys Internallydeveloped Free surveys available! Opens the door for conversations If done well, can measure engagement Customizable If done well, can measure engagement Copyright must pay to use tool ($15 per person through Gallup) May not be evidence-based Little to no published resources on what to do with results No research No published resources Discussion: Staff Engagement 1. Does your organization currently measure staff engagement? 2. Do you feel it would be valuable for your organization to measure staff engagement? 3. Are you interested in OPCA facilitating the staff engagement survey process? Questions Q: What if my clinic isn t involved in the Data Transparency Project? A: Ideally we d like you and your clinic to be involved in this initiative, but we are flexible. Contact Matt at mpayne@orpca.org for more Q: I want to get involved in the Data Transparency Project! How do I do so?. A: us at data@orpca.org. We ll let you know who from your clinic is participating!

13 Thanks! Any Other Questions? Contact information: Krista Collins, Data Analytics and Quality Improvement Specialist Tracking Staff Engagement at Your CHC