What Is Employee Engagement - Recourseresource

What is Employee Engagement (and why should I care)? Emily D. Tisdale patient experience employee engagement marketing Recourse Resource. All rights reserved.

Today’s Presentation What Is Employee Engagement (and why should I care)? When our clinical leaders are tasked with the ultimate goal in patient care – to provide strong clinical outcomes – it’s easy to wonder what the fuss is all about when it comes to employee engagement. However, when leaders integrate employee engagement efforts with clinical strategies, it results in better patient care and improved outcomes. patient experience employee engagement marketing Recourse Resource. All rights reserved. 2

About Recourse Resource Consulting works with organizations that are passionate about changing the healthcare experience. We break down the silos and create systems between patient experience, employee engagement, and marketing. We know healthcare. How can we help you? patient experience employee engagement marketing Recourse Resource. All rights reserved. 3

About Emily D. Tisdale is the Founder & Principal Consultant of Recourse Resource Consulting, a healthcare experience firm specializing in patient experience, employee engagement, and marketing strategies. As a member of the healthcare community for over 15 years, Emily is a mission-driven leader accustomed to working with a variety of companies and clients throughout the healthcare continuum. patient experience employee engagement marketing Recourse Resource. All rights reserved. 4

Classroom Set-Up ¡ All participant lines are muted. ¡ Q&A session will be conducted at the end of the presentation, but you are welcome to submit questions at any time using the chat function on the left-hand side of your screen. ¡ A survey will immediately follow the presentation – let us know what think! ¡ Webinar materials will be emailed to all attendees after the presentation. patient experience employee engagement marketing Recourse Resource. All rights reserved. 5

Objectives ¡ Understand the meaning of employee engagement in the healthcare setting. ¡ Identify ways to integrate engagement strategies in everyday work. ¡ Learn recruitment and retention strategies that get you started (and stay) on the right path. patient experience employee engagement marketing Recourse Resource. All rights reserved. 6

patient experience employee engagement marketing Recourse Resource. All rights reserved. 7

patient experience employee engagement marketing Recourse Resource. All rights reserved. 8

Symptoms of the Employee Disengagement Disease ¡ High number of call-offs ¡ Decreased productivity ¡ Increase in patient safety incidents ¡ Increased patient complaints ¡ Increase in worker’s comp ¡ Increased employee turnover rate ¡ Decrease in referrals ¡ High readmission rate ¡ Low patient satisfaction scores patient experience employee engagement marketing Recourse Resource. All rights reserved. 9

If it looks like a duck ¡ “I’m so glad my shift is almost over.” ¡ “I have x other patients/residents I’m taking care of.” ¡ “That’s not my job.” ¡ “This is how we’ve always done it.” ¡ Silence ¡ Avoid eye contact in the hallway. ¡ In and out of rooms as quickly possible. patient experience employee engagement marketing Recourse Resource. All rights reserved. 10

Satisfaction vs. Engagement SATISFACTION ¡ The level of happiness that an employee has with their current job. ¡ Takes into account how employees feel about the organization. patient experience employee engagement marketing Recourse Resource. All rights reserved. 11

Satisfaction vs. Engagement SATISFACTION ENGAGEMENT ¡ The level of happiness that an employee has with their current job. ¡ The level of connectedness the employee has to their work. ¡ Takes into account how employees feel about the organization. ¡ Driven by the environment and culture. patient experience employee engagement marketing Recourse Resource. All rights reserved. 12

patient experience employee engagement marketing Recourse Resource. All rights reserved. 13

Employees want to feel a sense of belonging patient experience employee engagement marketing Recourse Resource. All rights reserved. 14

Employees want to feel a sense of belonging Employees want their contribution to make an impact patient experience employee engagement marketing Recourse Resource. All rights reserved. 15

Employees want to feel a sense of belonging Employees want to go on a meaningful journey Employees want their contribution to make an impact patient experience employee engagement marketing Recourse Resource. All rights reserved. 16

Employees want to be part of something big Employees want to go on a meaningful journey Employees want to feel a sense of belonging Employees want their contribution to make an impact patient experience employee engagement marketing Recourse Resource. All rights reserved. 17

Roadblocks ¡ Inadequate staffing levels ¡ Long work hours ¡ Role uncertainty ¡ Exposure to infectious and hazardous substances ¡ Lack of social support from management ¡ Dealing with difficult or seriously ill patients patient experience employee engagement marketing Recourse Resource. All rights reserved. 18

patient experience employee engagement marketing Recourse Resource. All rights reserved. 19

ROI: Decrease in Employee Turnover 150% Annual Salary 50,000 COST OF TURNOVER – One employee 75,000 COST OF TURNOVER – Mid-sized company with 1,000 employees who has a 10% annual turnover rate 7.5 million COST OF TURNOVER – Mid-sized company with 1,000 employees who has a 5% annual turnover rate 3.75 million patient experience employee engagement marketing Recourse Resource. All rights reserved. 20

ROI: Improvement in Outcomes patient experience employee engagement marketing Recourse Resource. All rights reserved. 21

ROI: Improvement in Outcomes ¡ Nurse engagement is the #1 predictor of mortality, even beating out the number of nurses per patient day (Source: Gallup) patient experience employee engagement marketing Recourse Resource. All rights reserved. 22

ROI: Improvement in Outcomes ¡ Nurse engagement is the #1 predictor of mortality, even beating out the number of nurses per patient day (Source: Gallup) ¡ For every 10% increase in engagement, there was a reduction in MRSA by .057 cases per 10,000 bed days (Source: NHS in England) patient experience employee engagement marketing Recourse Resource. All rights reserved. 23

ROI: Improvement in Outcomes ¡ Nurse engagement is the #1 predictor of mortality, even beating out the number of nurses per patient day (Source: Gallup) ¡ For every 10% increase in engagement, there was a reduction in MRSA by .057 cases per 10,000 bed days (Source: NHS in England) ¡ One standard deviation improvement in engagement reduced mortality by 2.4 percentage points (Source: NHS in England) patient experience employee engagement marketing Recourse Resource. All rights reserved. 24

ROI: Improvement in Outcomes ¡ Nurse engagement is the #1 predictor of mortality, even beating out the number of nurses per patient day (Source: Gallup) ¡ For every 10% increase in engagement, there was a reduction in MRSA by .057 cases per 10,000 bed days (Source: NHS in England) ¡ One standard deviation improvement in engagement reduced mortality by 2.4 percentage points (Source: NHS in England) ¡ Discretionary efforts increases: ¡ The engaged night-shift employee who is mindful of being quiet. ¡ The engaged employee who never forgets to wash their hands. ¡ The engaged employee who listens, unrushed, as patients ask about their meds and discharge orders. patient experience employee engagement marketing Recourse Resource. All rights reserved. 25

patient experience employee engagement marketing Recourse Resource. All rights reserved. 26

The Engagement Process Plan Sustain Take Action Scan Analyze patient experience employee engagement marketing Recourse Resource. All rights reserved. 27

How do we know if our employees are engaged? ASK THEM! ¡ Focus groups ¡ Employee engagement committees / unit leaders ¡ Employee engagement surveys ¡ Pride in work and organization overall ¡ Satisfaction with leadership ¡ Opportunity to make an impact ¡ Potential for personal and professional growth ¡ Satisfaction with work environment patient experience employee engagement marketing Recourse Resource. All rights reserved. 28

Best Practices for Increasing Employee Engagement ¡ Clearly define employee roles – and link it to the mission of the organization. ¡ Provide opportunities to grow and develop. ¡ Coach, motivate, and promote employees. ¡ Reward and recognize behaviors you want repeated. ¡ Formally and informally ¡ Privately and publicly ¡ Encourage regular and effective communication ¡ Create a collaborative work environment patient experience employee engagement marketing Recourse Resource. All rights reserved. 29

The Engaged Employee patient experience employee engagement marketing Recourse Resource. All rights reserved. 30

The Engaged Employee Willing to go above and beyond patient experience employee engagement marketing Recourse Resource. All rights reserved. 31

The Engaged Employee Willing to go above and beyond Willingly recommends organization as a place to receive care patient experience employee engagement marketing Recourse Resource. All rights reserved. 32

The Engaged Employee Willing to go above and beyond Willingly recommends organization as a place to receive care Works for the good of the customer patient experience employee engagement marketing Recourse Resource. All rights reserved. 33

The Engaged Employee Willing to go above and beyond Willingly recommends organization as a place to receive care Works for the good of the customer Loyal to the organization patient experience employee engagement marketing Recourse Resource. All rights reserved. 34

The Engaged Employee Willing to go above and beyond Takes pride in claiming the organization as their workplace Willingly recommends organization as a place to receive care Works for the good of the customer Loyal to the organization patient experience employee engagement marketing Recourse Resource. All rights reserved. 35

The Engaged Employee Willing to go above and beyond Shows enthusiasm and energy for their work Takes pride in claiming the organization as their workplace Willingly recommends organization as a place to receive care Works for the good of the customer Loyal to the organization patient experience employee engagement marketing Recourse Resource. All rights reserved. 36

patient experience employee engagement marketing Recourse Resource. All rights reserved. 37

At the Interview: Things Employees Should Know ¡ The organization’s primary mission. ¡ The core values of the organization and how that comes to life in everyday work. ¡ How their work contributes to the organization’s primary mission. ¡ What is expected of them from a team perspective. ¡ What capabilities/skills they must demonstrate to move ahead. patient experience employee engagement marketing Recourse Resource. All rights reserved. 38

Onboarding: New Employee Orientation Should include: ¡ A history of the company, what you strive to be known for, and how your organization accomplishes that goal. ¡ A team welcome that includes an introduction to different members of the team and their roles. ¡ A review of the ways that employees can positively impact: ¡ Patient / Family experience ¡ Team dynamics patient experience employee engagement marketing Recourse Resource. All rights reserved. 39

Onboarding: Getting to Know Your Employees ¡ What rewards (compensation, rewards, recognition, work-life balance) are most important to you? ¡ How do you prefer to be recognized? ¡ How do you prefer to report issues to management? ¡ What are your career expectations? ¡ What would cause you to leave the organization? patient experience employee engagement marketing Recourse Resource. All rights reserved. 40