Building a Powerful Patient-Centered Culture

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1 sodexo strategies for improved performance Building a Powerful Patient-Centered Culture How Sodexo CARES creates a culture of motivated, engaged employees focused on improving outcomes.

2 The Sodexo cares Approach Employee Engagement Staff CARES Behavior Development CARES II: CONNECTING WITH THE HEART PERFORMANCE EVALUATION CARES TRAINING FOCUS ON SERVICE SPIRIT TRAINING ORIENTATION HIRING INTERVIEWING RECRUITMENT Time Patients are the heart of everything we do s m are words thousands of frontline Sodexo-led employees live by every day. Which is no accident. Sodexo CARES provides the structure behind those words. Sodexo CARES includes unique tools and training programs developed by Sodexo Human Resources and Operations professionals tools and programs benchmarked with Baldrige National Quality Award winning Baptist Hospital Pensacola, Disney and other behavioral development experts, along with everything the company has learned in serving millions of customers each day. Sodexo CARES tools and training programs are based on the five behavioral principles that Sodexo identified as critical to delivering top quality service in a hospital setting: Compassion, Accountability, Respect, Enthusiasm, Service What makes these tools and training programs particularly effective is that they have been designed for department managers to deliver and administer, not remote corporate trainers. In short, the Sodexo CARES culture is built from the ground up. And this is what makes it so powerful and unique.

3 Typical Results Sodexo CARES creates more satisfied, engaged employees Difference in scores between employees who have completed CARES Behavioral Training and those who have not GREATER JOB SATISFACTION Overall Job Satisfaction Department is Positive, Fun Place to Work Department Values Individual Differences Department Offers Opportunities to Learn/Grow Department Explains Mission/Goals Good Communications With Direct Supervisor GREATER EMPLOYEE ENGAGEMENT Engagement Index I am ALWAYS Able to Provide Top Quality Service My Department is ALWAYS Able to Provide Top Quality Service My Manager is ALWAYS Able to Provide Top Quality Service SOURCE: NRC Picker Survey of 5,400 employees and more satisfied, engaged employees create better outcomes for everyone concerned. HIGHER EMPLOYEE SATISFACTION Job satisfaction of support staff at Parrish Medical Center HIGHER patient SATISFACTION Patients would definitely recommend hospital to friends and family Greater share of mind Market s first choice for most personalized care employees with cares training Employees without cares training Parrish Medical Center Average for all reporting hospitals in Northern Florida Parrish Medical Center Closest scoring competitor 78 % 53 % 78 % 61 % 41 % 21 % Source: NRC Picker SOURCE: Centers for Medicare and Medicaid Service NRC Healthcare Market Guide, 2007/2008

4 Sodexo cares Processes and Tools Recruitment and Selection Our employee recruitment philosophy revolves around identifying candidates with a caring heart. u Sodexo Expectations is a short film that visually depicts the service behaviors we expect of all employees. Dialogue with candidates after viewing the film allows the interviewer an opportunity to assess the candidate s service orientation. u Our Employee Referral Bonus Program engages our employees in helping identify their new co-workers. Orientation and Training Our locally based Human Resource Professionals take an active approach to sourcing candidates primarily based on attitudes and behaviors. They form relationships within the local community in order to communicate our unique approach of identifying candidates who demonstrate our CARES behavioral competencies. We employ a set of customized tools to communicate, identify and assess behavioral competency. u Sodexo CARES Recruitment Communication Brochures describe how we want candidates to view their role and responsibilities in our departments. If you work in food service, you aren t just preparing or serving food, you are providing nourishment that allows patients to heal. u Interview guides designed utilizing our CARES Behaviors allow us to assess a candidate s previous demonstration of critical behaviors that support our culture. We welcome new members of our team during employee orientation, initial technical training, and ongoing training designed to reinforce our behavioral expectations. u New Employee Orientation: We provide new employees with an introduction to Sodexo and how we support and contribute to our client s mission through our focus on patient experiences. We also ensure compliance with all regulatory requirements and facility policies and procedures. u Training Our People (TOPS): Technical training tailored to each position provides skills necessary to ensure quality service. u Focus on Service Spirit (FOSS) Training provides a foundational customer service competency highlighted by ten learning modules identifying crucial service behaviors.

5 Sodexo cares Processes and Tools (Continued) u CARES Behavioral Training is designed to educate employees on specific facets of expected behaviors (Compassion, Accountability, Respect, Enthusiasm and Service) in support of Sodexo s commitment to the Patient Experience. u CARES II: Connecting with the Heart is an experiential program that provides our employees opportunities to deliver better experiences for patients. Empathy Awareness is designed to place employees in situations where they will experience how a patient feels. Responding With Care teaches employees what to say and do to assure patients that they understand and, more importantly, care about their feelings. We believe that training conducted by department managers is more effective and allows managers to connect with their staff in a more positive manner. Fostering Our Culture u Annual Performance Evaluations are based on demonstration of CARES Behaviors, safety standards and position-specific competencies. Employees also identify personal development goals for the coming year. u Sodexo CARES Recognition Programs spotlight employees who demonstrate above-and-beyond CARES actions. Employees nominated for a CARES Award receive a certificate from the President of Sodexo s Health Care Division, and their CARES story is told in a monthly communication. In addition, each year Sodexo Healthcare Executives choose the CARES honorees that best exemplify CARES Behaviors. Those individuals are then honored at the Sodexo Health Care National Conference. Additional reward and recognition programs include Kudos Cards, Catch a Sodexo Star and Sodexo Stars in the Spotlight. u Bright Ideas Program allows employees to make suggestions that improve employee work environments and service to patients and customers. u Weekly Huddles provide an opportunity for employees and managers to meet and discuss major events of the week, recognize birthdays and service anniversaries, introduce new employees and share examples of CARES Behaviors they have displayed. We believe that it is our obligation to continuously develop the best possible working environment and remove barriers to providing an outstanding Patient Experience for our employees. u Manager Rounding encourages CARES Behaviors and rewards employees for demonstrating these behaviors.

6 Measuring Employee Engagement Sodexo Health Care has partnered with NRC Picker to become the first service group to measure how an employee s interaction with patients affects their job satisfaction and overall level of engagement. The annual survey goes beyond typical engagement research by examining the barriers that limit a frontline employee from always providing high quality service. The survey s purpose is to: Understand employees perceptions of their work environment. Understand the barriers to providing top quality patient care. The information from these surveys is used to: Enhance the workplace to retain and attract top quality employees. Improve the patient s experience of care. THE MORE CARES TRAINED EMPLOYEES IN A DEPARTMENT, THE HIGHER THE DEPARTMENT S EMPLOYEE ENGAGEMENT SCORES The departments below have 90+% CARES-Trained CARES-Trained employees. In each case, employee engagement ranks above the Sodexo National Average. ENVIRONMENTAL SERVICES FOOD SERVICES FOOD SERVICES FOOD SERVICES ENVIRONMENTAL SERVICES SOURCE: NRC PICKER This survey is a powerful tool for measuring the effectiveness of CARES programs and to assess each department s progress with its implementation. It serves as a feedback loop that allows managers and employees to stay on course. 86 Hopmeadow Street Simsbury, CT

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