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Monday, November 2, 2009: 2:40 PM
Learning Objective 1: The learner will able to describe drill down methodology and analysis associated with employee satisfaction surveys.
Learning Objective 2: The learner will be able to select strategies which can be implemented to positively impact staff member retention.
Healthcare organizations globally are challenged to retain an adequate supply of qualified nurses. Strategies commonly used in healthcare to identify factors that ‘satisfy’ (and thus assumed to retain) staff are completion of employee satisfaction surveys. However, researchers (Herzberg, 1987) have historically found that these surveys predominantly identify hygiene factors (benefits, salary) associated with satisfaction, versus factors associated with intent to stay (retention). While the former are important, an academic, community Magnet organization performed data drill downs for six tenure nursing groups who had participated in the organization-wide employee satisfaction survey; the intent was to discover each group’s top five opportunities to improve retention. A follow-up survey was then conducted to ascertain which were most important. The two major categories for improvement across tenure groups were ‘improve relationships with my manager’ and ‘improve operations’. Respondent focus groups then identified ideas, suggestions and solutions to tangibly detail what each of these two aforementioned categories “would look and feel like.” Resultant actions include: enhanced leadership staff rounds; continuing education for managers on relationship building; use of tools, eg. ‘Managing Up’ and ‘Re-Recruit Winners;’ a staff Work Life policy; and, an Equipment and Supplies rapid improvement initiative. This example of an ongoing focus by the presenting organization on nurse retention contributed to the organization being listed as a Fortune 100 Best Places to Work for the past three years. The session will share evidence associated with employee satisfaction surveys and, detail the organization’s employee satisfaction drill down methodology and analysis, the follow-up survey of tenure groups, focus group methods, and each of the action item outcomes. Attendees will gain pragmatic insights and strategies which can be implemented to positively impact staff member retention in any health care setting. Herzberg, F. (1987). One more time: How do you motivate employees. Harvard Business Review, September-October.