I’ve already covered some of the reasons that employee
engagement is so important here. It’s critical to the
success of any project, and it needs to start right now. You need your staff to
care about your scores, and you’re going to get people engaged if you do these
three things:
Consider This
Keep to a schedule.
This will keep the momentum of HCAHPS improvement strong by
giving staff achievable goals without overwhelming them with information. If
you can keep people interested rather than apathetic or apprehensive
Have a minimum of 10%
staff participation.
All of your management (which is probably about 5% of your
total staff) and 5% of your front-line employees should be actively invested in
improving your HCAHPS scores. This 10% is what we call “critical mass” or
“tipping point;” the percentage of people that it takes to get the ball rolling
on a new project or idea. Be sure to have your most positive and energetic front-line
people participate; enthusiasm is contagious, just like pessimism, so make sure
to enlist the superstars first. Webinars, conferences, whitepapers—use every
resource that you can lay your hands on to get your people educated, invested,
and excited.
Utilize tools.
Everybody needs a little help now and then—especially with
organization.
1. Put a team
together and develop a DO IT (Daily Ongoing Improvement Tactic) Plan.
2. Be accountable—have
strict deadlines and specific ideas for implementation.
Jumpstart your success by deciding Who will do What by When and How (WWWH) so that you
can track your progress and success. A goal without specificity or a deadline
is just wishful thinking, and that won’t bring your scores up.
3. Make
sure all staff are on the same page—and act with urgency!
John
Kotter (author of the international bestseller Leading Change) has said
that all change fails because of a lack of urgency. Never have truer words been
spoken! Don’t let your motivation to improve be pushed aside by other
responsibilities (like so many New Year’s resolutions), because yes, day-to-day
stuff is important—but so is long-term improvement. Have the 10% of staff that
we talked about earlier champion the new projects and maintain an enthusiastic,
improvement-focused mentality. Attitudes are contagious, and they spread like
the flu – make sure your employees and colleagues are “catching” positivity.
M.B.W.A.
Management
By Walking Around; so
simple, yet so effective! If you check in personally and professionally, you will reap two benefits:
- People will feel like management listens - and therefore cares about what they do.
- You are supporting the service that your employees provide.
Ask
them about their day, their family, their kids, their hobbies; ask what you
could do to make their day great, what have they got on their plate today, what
roadblocks you could clear for them? They will be grateful for your interest
and your offer to help, guaranteed. A word of caution: do not go down this road
if you aren’t prepared to be sincere about M.B.W.A. People can tell when
someone cares about them and when they don’t, so be sincere rather than
saccharine.
Shouldn’t
we be providing a great patient experience to every patient, every time, no
exceptions? It’s the right thing to do. It’s our mission, our values, and it’s
what we believe in as individuals.
What could your team achieve if they knew what to do, and
wanted to do it?
The Take Away
Keep everyone accountable to the changes you undertake with
specificity and deadlines. If you support your people by maintaining a sincere
personal and professional interest, the opportunities are limitless.
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How do we improve America's healthcare system? The government is attempting to make changes to improve the expanse and quality of healthcare services but what can hospitals do now to make things better? This article uses two case studies to frame the broader discussion on how improving employee engagement in the healthcare system can dramatically improve the quality of care provided to patients. employee Survey
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