Building Loyal Relationships with Associates Category 5

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1 Building Loyal Relationships with Associates Category 5 Sandra Norton Vice President Human Resources Pattie Skriba Vice President Learning/Organizational Effectiveness

2 "Employee engagement is first.companies must know what values employees cherish and reflect those values in the way they treat and reward employees." -- Jack Welch

3 2007: State Site Visit

4 World-class Criteria 5.1 How do you determine key factors that affect satisfaction and engagement?

5 Satisfaction Engagement Building Workforce Engagement

6 GSAM Leadership System Set Direction Establish Goals Understand Stakeholder Requirements Mission Values Philosophy Learn, Improve & Innovate Physicians Volunteers Associates Families 1 Community Patient Suppliers Partners Organize, Plan & Align Integrity Passion Caring Develop, Reward & Recognize Accountability for Results Perform to Plan

7 Workforce Engagement Process 1 Annual Surveys 2 Data Segmented, Trended, Compared 3 Determine Satisfaction / Engagement Factors 4 9 Review Process Validate Key Factors 5 Use Key Factors to Determine Tactics 6 7 Secure Workforce Input on Tactics Communicate & Monitor 8 Identify & Share Best Practices

8 Building Associate Engagement 3 Determine Satisfaction / Engagement Factors Regression Analysis

9 Regression Analysis GSAM Results for 6 Survey Questions that Measure Commitment Vendor Rigorous Use of Data

10 Key Associate Factors Foundation to Building Loyal Relationships Satisfaction Commitment to quality improvement Confidence in Senior Leaders Engagement/Commitment A caring patient environment Fulfilling work, making a difference To be treated with respect

11 Building Loyal Relationships 4 Validate Key Factors Associate Forums All Aboard Training 90-Day Meetings

12 World-class Criteria 5.1 How do you engage your workforce? Extent of commitment, both emotional and intellectual, to accomplish the work, mission, and vision of the organization

13 My Job My Passion

14 Building Associate Engagement Key Factors Commitment to quality improvement Confidence in Senior Leaders A caring patient environment Fulfilling work To be treated with respect 5 Use Key Factors to Determine Tactics

15 Approaches to Building Engagement 1. Creating a culture of respect, service, compassion Standards of Behavior Peer interviewing High-Middle-Low

16 2. Systematic, focused recognition

17 Approaches to Building Engagement 3. Systematic, focused communication and connection with leadership Quarterly Associate Forums Quarterly Nursing Unplugged Leader rounding on associates

18 Approaches to Building Engagement 4. Structures inviting input and decisions

19 Good Opportunity: Turnover < 1 Year of Service 30% 25% 20% 15% 10% 24.6% Cost = $2,568,000 5% $ 0% 2008 SOURCE: Saratoga Top Decile

20 Responding to the Opportunity Benchmarking and best practices Baldrige recipients Magnet recipients Literature review Survey of new hires < 1 year at GSAM Orientation evaluations

21 Building Associate Engagement 5. On-boarding Purposeful approach to Building Loyal Relationships Intentional design around key factors

22 Welcome Aboard the Good to Great Journey Decrease going over-board with a new & improved on-board

23 Building Loyal Relationships with New Hires Greeters on day 1 Engaging 2-day orientation Lunch with manager 2 nd day of orientation 30 & 90 day manager 1: day All Aboard Training

24 On-boarding Driven by Key Factors Key Factor Confidence in Senior Leaders Fulfilling work A caring patient environment To be treated with respect On-boarding Element Letter from President Senior Leaders in on-boarding Impact Awards Personalized nursing orientation Signed Standards of Behavior Service skills training Welcome packet Clear directions Thank you from VP/Director Rounding and survey

25 On-Boarding Process Pre-Hire Upon Hire First Week First 90 Days Days 1 year Select Materials Peer Interviews Welcome Call Welcome Kit Letter from President Signed Standards of Behavior Senior Leader Presentations Manager Lunch RN Custom Assessment Engaging Orientations Feedback to Manager 30 / 90 day Manager Meetings VP / Director Thank You 90 Day Review Weekly 1:1 with RNs All Aboard Training Impact Awards Senior Leader Dialogue On-boarding Survey & Follow-up Performance Review Culture of Safety Training Rounding Defined Questions Differentiator Conversation

26 Good Turnover with < 1 Year of Service 30% 25% 20% 24.6% 20.5% 17.6% 15% 10% Top Decile Performance 5% 0% SOURCE: Saratoga Top Decile

27 Key Factors: < 1 year Top Decile Factors of Associate Satisfaction 4.47 Commitment to Quality Improvement To be Treated with Respect Good Good Confidence in Senior Leaders Factors of Associate Engagement Caring Patient Environment Fulfilling Work

28 Percentile Good Overall Associate Satisfaction/Engagement Exceeding Top Decile Source: Morehead Top Decile

29 Thank You

30 Questions Panelists: Patrick Barnes, Director Service Excellence / Neuroscience Services Peggy Farrell, Manager NICU / Pediatrics Vicky Sas, Manager Human Resources

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