Liz Jolley, RRT MA

Operations Leader, Medicine Program

Providence Health Care

Engaging for excellence: Exploring

the link between employee

engagement and quality care

I have nothing to disclose ….

Engaging for excellence: Exploring

the link between employee

engagement and quality care

How can employee engagement be

enhanced in acute care at Providence

Health Care?

Antecedents of employee engagement

What factors/conditions precede the

development of an engaged

workforce?

**W. Kahn

(1990)

• Value congruence

• Authentic

corporate culture

• Rewards &

recognition

• Organizational

support

• Manager or

supervisor support

• Feedback &

encouragement

• Availability of

resources &

equipment

• Work-life balance

Research …

Point of

care staff:

Mid-level

managers:

&

Focus Group

Focus Group

Diary Studies

Among the results …

Point of care staff & mid-level managers were

passionate about providing excellent

patient care

Majority of the passion was expressed

through the telling of stories (recounting

in-the-moment experiences of providing care

and sentinel events)

Events themselves were immediate

feedback to staff

Telling stories invoked engagement

contagion

DISCUSSION

In the moment

experiences –

“stories”

Engagemen

t

Quality indicators

& metrics

Quality

Engagem

ent

Contagion

DISCUSSION

Engagemen

t

Quality

Engagem

ent

Contagion

STORIES

+

METRICS

Proposed Framework

Employee

Engagement

Organizational

Values

Quality &

Safety

“I’m helping put a

man on the moon”

- NASA Janitor

Contact Information:

Email: ejolley@providencehealth.bc.ca

THANK YOU!