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!
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