Plaza c. a5. membership has its benefits. liz jolley
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Liz Jolley, RRT MA Operations Leader, Medicine Program Providence Health Care Engaging for excellence: Exploring the link between employee engagement and quality care
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Transcript of Plaza c. a5. membership has its benefits. liz jolley
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
