key drivers to an engaged workforce - khca …...9/26/2017 1 key drivers to an engaged workforce...
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Key Drivers to an Engaged Workforce
Rich Kortum Director, Strategic Partnerships
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Goals
Understand how employee engagement impacts the customer experience
Identify the five key drivers for employee engagement
Learn why employee data must be integrated into performance improvement activities
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What is Employee Engagement?
Employee satisfaction is the extent to which employees are happy or content with their jobs and work environment.
Specific: focused on fundamental organizational practices
Actionable: you can determine where process improvement opportunities exist
Employee satisfaction
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Employee Engagement is the emotional connection an employee feels toward his or her employment organization, which tends to influence his or her behaviors and level of effort in work related activities.1
Culture-based: provide information about how the culture of the community is fostering the loyalty and engagement of the employees
Perception-based: provide insights into how the employee “feels” about their job
Employee engagement
1. BusinessDictionary.com
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Overall goal is to have satisfied and engaged employees!
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Why do companies measure employee engagement?
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Quality of service Customer satisfaction Customer loyalty Productivity Retention Growth (personal / business) Profit
Why do we measure employee engagement?
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Why don’t all companies measure employee engagement?
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I have an open door policy We have a comment box I don’t have the time We do employee one on one’s Annual employee reviews Too expensive I’m afraid to hear what my employees think
Why don’t some leaders measure engagement?
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Is today’s workforce engaged?
29%
45%
26%
Fully Engaged Partially Engaged Disengaged
Source: Dale Carnegie / MSW ARS Research
Only 29% of today’s workforce is fully
engaged!
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What disengaged employees are costing us
Source: Officevibe
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Turnover in Assisted LivingDepartment Percentage
Resident assistants/Personalcare aides
36.63%
Dining Services 35.74%
Certified Nursing Aides (CNA) 29.58%
Registered Nurses (RN) 28.74%
Licensed Practical Nurses (LPN) 27.39%
Medication Aides 22.81%
Environmental Services 21.29%
Marketing 17.16%
Top-Level Executives 11.33%
ALL EMPLOYEES 34.96%
Source: NCAL / LeadingAge McKnight’s Senior Living January 2017
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Recruitment Covering the open positions Interviewing Reference checking Drug testing / background checks Orientation & training
Direct turnover costs
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30% of an annual salary‒ $25,000 Salary or $12.20/hr. = $7,500‒ $30,000 Salary or $14.42/hr. = $9,000
What this means‒ 20 people at $7,500 = $150,000‒ 20 people at $9,000 = $180,000
Cost of turnover
Cost of Turnover Calculatorhttps://www.ahcancal.org/ncal/quality/qualityinitiative/Pages/Staff-Stability.aspx
Source: NRC Health: My InnerView Assisted Living data
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Customer experience in Assisted Living
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31% Have Trust and confidence in Assisted Living
7%
24%
49%
13%
8%
Very High Fairly High Some Fairly Low Very Low
Source: NRC Health Market Insights National Study, August 2015 n size: 25,347
7% Very High24% Fairly High
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Perception vs. Reality
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Trust/Confidence ResidentRecommendation
FamilyRecommendation
31%
91% 91%
Trust/Confidence Resident Recommendation Family Recommendation
Source: NRC Health Market Insights Study, and My InnerView Family/Resident surveys
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0%
20%
40%
60%
80%
100%
ResidentRecommend
FamiliyRecommend
91% 91%
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Assisted Living resident results
Source: NRC Health Assisted Living Resident Experience Surveys collected in 2016
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Assisted Living resident results
Source: NRC Health Assisted Living Resident Experience Surveys collected in 2016
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Assisted Living resident quadrant analysis
Source: NRC Health Assisted Living Resident Experience Surveys collected in 2016
20. Variety of meals 21. Appeal of food
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What matters most in Assisted Living Communities
1. Responsiveness of Management
2. Comparison of Charges
3. Competency of Staff
4. Care (Concern) of Staff
5. Choices/Preferences
Source: NRC Health Assisted Living Resident Experience Surveys collected in 2016
Nation’s Residents Say:
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Assisted Living family results
Source: NRC Health Assisted Living Family Experience Surveys collected in 2016
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Assisted Living family results
Source: NRC Health Assisted Living Familyt Experience Surveys collected in 2016
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Family quadrant analysis
Source: NRC Health Assisted Living Family Experience Surveys collected in 2016
20. Variety of meals 21. Appeal of food
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What matters most in Assisted Living Communities
1. Competency of Staff
2. Care (Concern) of Staff
3. Responsiveness of Management
4. Choices/Preferences
5. Responsiveness of Staff
Source: NRC Health Assisted Living Family Experience Surveys collected in 2016
Nation’s Families Say:
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What matters most in Assisted Living
Resident Family
Responsiveness of Management Competency of Staff
Comparison of Charges Care (Concern) of Staff
Competency of Staff Responsiveness of Management
Care (Concern) of Staff Choices / Preferences
Choices / Preferences Responsiveness of Staff
50
55
60
65
70
75
80
Lowest Low High Highest
Mean = 70.1
EM
PL
OY
EE
SA
TIS
FA
CT
ION
SC
OR
E
< 75.0 75.0 to 81.4 81.4 to 86.7 > 86.7
FAMILY SATISFACTION
Communities with higher employee satisfaction have betterfamily satisfaction
Source: NRC Health-Assisted Living My InnerView employee and family surveys
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Source: NRC Health-Assisted Living My InnerView employee and family surveys
50
54
58
62
66
70
Lowest Low High Highest
< 75.0 75.0 to 81.4 81.4 to 86.7 > 86.7
Mean = 61.3E
MP
LO
YE
E E
NV
IRO
NM
EN
T S
CO
RE
FAMILY SATISFACTION
Communities with better work environments have higherfamily satisfaction
50
55
60
65
70
Lowest Low High Highest
Mean = 61.6
EM
PL
OY
EE
TR
AIN
ING
SC
OR
E
< 75.0 75.0 to 81.4 81.4 to 86.7 > 86.7
FAMILY SATISFACTION
Communities with better employee training have higherfamily satisfaction
Source: NRC Health-Assisted Living My InnerView employee and family surveys
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46
50
54
58
62
66
Lowest Low High Highest
Mean = 58.3E
MP
LO
YE
E M
AN
AG
EM
EN
T S
CO
RE
FAMILY SATISFACTION
< 75.0 75.0 to 81.4 81.4 to 86.7 > 86.7
Communities with better management have higher family satisfaction
Source: NRC Health-Assisted Living My InnerView employee and family surveys
Employee engagement / satisfaction in Assisted Living
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The engagement journey
0-3 Months 4-12 Months 1+ Year
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Engagement levels in Assisted Living
Source: NRC Health Assisted Living Employee Surveys collected in 2016
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• Shows the Company Cares
• More Engaged Workforce
• High Job Satisfaction
• Increase Retention
• Leadership Development
The Power of Mentoring
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1. Begin with the end in mind2. Don’t just communicate over communicate3. Set the right standards4. Make mentors feel special5. Involve mentors in the designing of the program6. Stick to it
6 Keys to a Successful Mentor Program
https://nrchealth.com/employee-mentor-program-can-slash-employee-turnover-half/
https://vimeo.com/193784516/c5855f566d (Mentoring, do it right)
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EngagementQuestions
Always
Usually
Sometimes
Never
Source: NRC Health Assisted Living Employee Surveys collected in 2016
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Assisted Living employee results
Source: NRC Health Assisted Living Employee Surveys collected in 2016
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Assisted Living employee results
Source: NRC Health Assisted Living Employee Surveys collected in 2016
Source: NRC Health Assisted Living Employee/Resident surveys
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Assisted Living employee quadrant analysis
Comparison of Pay
Source: NRC Health Assisted Living Employee Surveys collected in 2016
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What matters most in Assisted Living Communities
Nation’s Employees Say: Top five key drivers why employees recommend
Source: NRC Health Assisted Living Employee Surveys collected in 2016
1. Care (concern) of management
2. Assistance with job stress
3. Attentiveness of management
4. Clear guidelines by management
5. Support of career
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45Source: NRC Health Assisted Living My InnerView Surveys collected
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Maintains
Has a short-range view
Focuses on systems and structure
Asks how and when
Accepts the status quo
Does things right
Puts fires out
Develops
Has a long-range perspective
Focuses on people
Asks what and why
Challenges the status quo
Does the right thing
Fires people up
Manager LEADERVS
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“A manager can lead the horse to water, but a Leader will make the
horse thirsty”
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Are you a Thermometer or a Thermostat Leader?
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Quality of service
Customer satisfaction
Customer loyalty
Productivity
Retention
Growth (personal / business)
Profit
Why do we measure Employee Engagement?
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Communicate Results
Identify 1-2 areas of
focus
Set a realistic
goal
Dig Deeper Ask Why, Why, Why
Take Action
Reevaluate
The path to Improvement never ends!
“Companies with engaged employees outperform those without by over 200%”
Source: Gallup
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Three workers are working by the side of a road, breaking stones. A passerby notices one of them is very unhappy, another is ok and the 3rd is extremely happy. Curious as to what is going on, the passerby asks each one.
The first one, the unhappy one, says I’m breaking stones. Hard work, and I can’t wait until 5:00!
The second one, the contented one, says I am making a good living. I have a family to feed.
The third one, the happy one, says I am Building a Temple!
Make sure you can tell your team what temple they are building!
Key Drivers to an Engaged Workforce
Rich Kortum Director, Strategic [email protected]