We began a conversation with a group of senior leaders who were disturbed by the trend they were seeing of declining engagement scores and mounting staff frustrations.

Collaborative Solutions:

We dove deeply into understanding the true concerns that needed to be addressed to turn engagement around. Through conversations with both leaders and staff, 3 priorities were chosen. The focus became improving trust, reducing overwhelm, and recognition. We designed and implemented tools to reduce overwhelm. We designed and facilitated custom development sessions to prepare managers to grow trust in themselves as leaders and integrate appreciation into their daily conversations.

Outcomes:

The trend of declining engagement was addressed. The percentage of units with a High Engagement Readiness increased from 43% to 59%. Those units participating in the development sessions experienced a ten point increase in their average engagement survey scores. Of the 17 units participating in the training, 76% experienced an increase in their engagement scores with an average increase of 12 points.

Measuring customer/patient satisfaction data is a reality for every organization. We discovered that for this organization, the approach to reporting satisfaction results was one of the causes of staff feeling overwhelmed.

Collaborative Solutions:

By listening to the people affected by the data, it was easy to see that they were on information overload. Working with the key leaders, we simplified and streamlined the satisfaction reporting process.

Outcomes:

Organizational leadership achieved alignment on their expectations and process for managing satisfaction performance. Leadership time and attention was freed up to actually address improving satisfaction rather than simply measuring it.

Developing a culture of patient safety was a critical priority for our client. Choosing how to focus their improvement efforts became problematic as they stared at a daunting pile of confusing data from their most recent Patient Safety Culture Survey. They needed help making sense of it all so they would know where to focus their time, attention and resources.

Collaborative Solutions:

Using the existing data, we created streamlined, easy-to-read reports and facilitated a series of thoughtful conversations so everyone could see what was going well and where there were opportunities for improvement. Empowered by an understanding of the data, Unit Leaders worked with their staff and quickly identified their strengths and their priorities for improvement. Once we pulled the unit action plans together, hospital leadership could hone in on hospital-wide issues that needed a coordinated response.

Outcomes:

The most immediate impact of this work was how it made staff feel.  Unit leaders and staff reported that hey felt:

• Heard because the survey results were being discussed in detail for the first time;
• Appreciated as their strengths were celebrated; 
• Supported because their leaders understood the challenges they faced and were committed to addressing those challenges;
• Empowered to make decisions that would affect their unit and patients.

We are thrilled to share that this hospital is being recognized for their outstanding patient safety performance.