Predictive Analytics for HR: A Primer to Get Started on your HR Analytics Journey
Avatar HR Solutions Healthy Patient Journey
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Transcript of Avatar HR Solutions Healthy Patient Journey
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Copyright 2012 Avatar HR Solutions
Employee Engagement: The Prescription for a
Healthy Patient Journey
Kevin SheridanSenior Vice PresidentHR Optimization
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Copyright 2012 Avatar HR Solutions
What is Employee Engagement?
Employee Engagementis a strong desire to bepart of the value anorganization creates.
Engaged employees feela strong emotional andintellectual bond withtheir organization.
Engaged employees exertdiscretionary effort to
provide better outcomes fortheir organization.
1
2
Engaged employeesbecome co-owners of their
own engagement andcommit to improve.
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Engaged Healthcare Employees
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Limited enthusiasm about job duties, givingpatients the bare minimum.
Often more concerned with receiving a
paycheck than providing quality care.
Rarely, if ever, volunteer for extraassignments or take lead roles.
Patient Examples:
Thats not really my job, but you could ask another
person for help.
I am so glad my shift is almost over.
Silence They do not feel a connection with
patients & do not go out of their way to converse
with them.
Ambivalent Healthcare Employees
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Patient Examples:
If something was done wrong, Im not surprised.
The nurses here dont know what theyre doing. I am not doing that because it is not in my
job description.
You are being too demanding. I dont have all day to deal
with your problems.
Negative attitude can lead to shortresponses and/or rude comments.
Problems are ignored because they are
not concerned with the organizations
success (Risky!)
Actions often cause more harm than good.
Disengaged Healthcare Employees
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Levels of Employee Engagement in the Workplace
69 percent of the healthcare workforce is NOT engaged.
Source: HR Solutions National Employee Engagement Study
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Copyright 2011 HR Solutions, Inc.
Engagement Transformation Model
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Outcome: Retention
Engaged employees are six times more likelyto stay with the organizationthan their disengaged counterparts.
Less turnover leads to stronger relationships with patients
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Outcome: Discretionary Effort
Engaged employees will go above and beyond to help patients.
Patients benefit from new and innovative ideas.
Employees take ownership of their own engagement and seek out improvements.
No engagement imbalance.
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Outcome: Reputation
60 million Americans discussed their medical experiences online in 2009*.
Engaged employees lead to satisfied and loyal patients who will recommend the
hospital / physician.
The Multiplier Effect: On average, one unhappypatient will voice theirdissatisfaction to 10 other people, who, in turn, tell at least fiveother people.
Thus, about 60 otherseventually learn of the complaint.
There is a proven correlation between patient satisfaction
and employee engagement
How has The Multiplier Effect come into play
in other industries?Example: United Breaks Guitars YouTube
VideoAlmost10 million hits.
*http://www.wipro.com/Documents/resource-center/library/impact_of_social_media_in_healthcare.pdf
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Proven Example
87%
72.22%
68.59%
9.12%
79%
65.93%65.44%
6.03%
0%
20%
40%
60%
80%
100%
Op erat ing Margin Pat ient Exp er ience -
Overall
Patient Experience -
Likliehood to Recommend
Concern for Patient Care
2010 Engagement
Top 25% Bottom 25%
Employees in the top 25 percent on
engagement levels scored significantly higheron every business metric measured
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So what should you
do to engage youremployees and
realize these
outcomes?
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Key Drivers of Engagement
Recognition. Career Development.
Direct Supervisor / Manager Leadership Abilities.
Strategy and Mission.
Job Content.
Senior Managements Relationshipwith Employees.
Open and Effective Communication.
Co-worker Satisfaction/Cooperation.
Availability of Resources to Perform the
Job Effectively. Organizational Culture and Shared /
Core Values.
Determination of Key Drivers based on survey responses in Avatar HR Solutions National Normative Database, representing
over 3.3 million participants and 2,400 organizations.
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Best Practices for Increasing Engagement
Recognize early and often.
Formal / informal andpublic / private.
Coach, motivate, and promote employees.
Open relationships.
Link employees jobs with the strategy and mission.
Provide freedom and autonomy.
Clearly define employee roles.
Ask employees how they can contribute.
Open and effective communication.
Fun = engagement.
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QUESTIONS/COMMENTS?
Follow us on Twitter:
@EngageEmployees
Join the conversation onLinkedIn:
Employee EngagementEmporium
The Patient Journey
Find great information
on our blog:
newSolutions