Implementation of an online qualitative and quantitative employee - - PowerPoint PPT Presentation

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

• ncern

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),

• verall 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

• ption 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

Leadership

• Consider annual

manager/supervisor assessments

• Leadership

training/workshops for supervisors

• Based on supervisor

assessments, consider reorganization

• Keep ongoing talent

pool for local positions when need arises

Communication

• Monthly newsletter to

update staff on events in the different locations

• Company emails for

everyone and training on email / Internet use

• Solicit employee feedback
• Clearly documented

policies on feedback systems

• Workflow analysis

before moving into new buildings

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

• rs

s and fello low w medi edical cal studen udents ts for r being ing so welco coming, ming, helpful pful and fun un!