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BECOMING AN EMPLOYER OF
CHOICE THROUGH STAFF
ENGAGEMENT
OPCA & COASTAL FAMILY HEALTH CENTER
APRIL 24, 2014
Claire Tranchese, Matt Payne,
Jim Coffee & Krista Collins
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Staff Engagement Agenda
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Why Staff Engagement?
Creating a Staff
Engagement Program
The Value of Staff Engagement at Coastal
Family Health Center
Staff Engagement as a Data Transparency
Measure
Tracking Staff Engagement at Your CHC
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Types of Employees
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A Positive Impact
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Among highly
engaged employees
Among
disengaged employees
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72%
27%
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. . . believe they can positively impact
the customer service their company provides
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Towers Watson
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Why Staff Engagement?
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Engaged employees are psychologically
committed to their work, go above and
beyond their basic job expectations, and
want to play a key role in fulfilling the
mission of their organizations. (Gallup)
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Creating a Staff Engagement Program
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Are you ready to get feedback and do
something with it?
Obtain buy-in from leadership
Explain why you are measuring it to staff
Have a clearly established timeline
Measure
Explain Results
Act
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How to measure and improve engagement?
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The “gold standard” is based on Gallup’s
two 25 year studies that focused on two
basic questions:
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 What
do the most talented, productive
employees need from the workplace?
 How
do you attract, find, focus, and keep
talented employees?
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How credible is this research?
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Largest study of it’s kind
Over one million employees were surveyed
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Broad range of industries, companies and countries
Over eighty thousand manager’s took part in
one and a half hour interviews
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Some in leadership, some mid-level managers and some
supervisors
A meta-analysis was conducted on the data
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Meta-analysis?
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A statistical technique that cuts through
different performance measures used by
different companies to focus on links
between employee opinion and business
unit performance
Business outcomes focused on:
Productivity
Profit
 Retention
 Customer Service
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Key Findings?
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Employees who responded more positively
to twelve specific questions worked in
business units with higher levels of
productivity, profit, retention and
customer service
Employees rated the questions differently
depending on the business unit they
worked for, not the company
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Ultimately, the data showed that the direct
supervisor is the key driver (≈70%) of
employee engagement
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What are the 12 questions?
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1. Do I know what is expected of me at work?
2. Do I have the materials & equipment I need to do my work right?
3. At work, do I have the opportunity to do what I do best every day?
4. In the last 7 days, have I received recognition or praise for good work?
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5. Does my supervisor or someone at work seem to care about me as a person?
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6. Is there someone at work who encourages my development?
7. At work, do my opinions seem to count?
8. Does the purpose of my company make me feel like my work is important?
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9. Are my co-workers committed to doing quality work?
10. Do I have a best friend at work?
11. In the last six months, have I talked with someone about my progress?
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12. At work, have I had opportunities to learn and grow?
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Do the questions go together?
Have you ever climbed a mountain?
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Summit*
Camp 2*
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Camp 1
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Base Camp
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*Focus on the top and get mountain
sickness.
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The Direct Supervisor is the key!
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What next?
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After measuring Engagement, help
supervisors understand the results –
how do they compare to the mean?
Help supervisors develop an action plan
Establish timelines for supervisors to
meet and hold them accountable
Link engagement to employee
evaluations
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What else?
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What if your findings are systemic?
 Many
similar negative areas across the
company
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Further exploration may be needed
Are you willing to make any system
changes?
 Benefits
improvement
 Flexibility
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 Process
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Other Gallup Insights
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Great managers try to help each employee
become more of who they already are
Great managers defy “conventional” wisdom
A few consistent, foundational insights are as
follows:
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People don’t change that much
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Don’t waste time trying to put in what was left out
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Try to draw out what was left in
 That is hard enough
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Focus on Strengths
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The Value of Staff Engagement
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Culture Shift …..
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Sniping
Anger
“Over worked”
Team full of “I”s
Dissatisfaction
Disengagement
Time for change
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Management Ownership
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Transparency
Accessibility
Engagement
 Staff
 Staff
3
retreat planning
survey
questions
response rate
 50%
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Changing perceptions
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The Value of Staff Engagement at
Coastal Family Health Center
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Staff Retreat
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Self Deployment Inventory
 Pre-retreat
 100%
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Engaged facilitator
Team building
 Pre-retreat
 95%
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survey
response rate
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survey
response rate
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Project selection
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Post Retreat Survey Results
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Retreat Continued
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Looking ahead
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Continued engagement survey
 Quarterly
 All
results posted
 Opinions
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used by management
Pushing change back to staff
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 Engaging
 Ownership
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Culture Shift
 Continuous
process
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Data Transparency Project
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Data Transparency Project
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Collaboration between OPCA and
Oregon’s FQHCS to share data and best
practices for six key measures.
Data will be shared transparently by each
clinic to OPCA and other clinics.
Goal of collaborative: to collaborate,
learn, improve, and celebrate!
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Data Transparency Project
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Twenty-six clinics
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Three cohorts
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Two workgroups for each cohort:
• Executive leadership workgroup: Meets
quarterly to discuss current and future
measurement strategies for their organization.
• Data / QI Workgroup: Meets monthly to share
data and best practices for transparency
measures
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Data Transparency Project:
Six Measures
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Most measures will align with CCO definitions:
1. Diabetes: % with A1c > 9%
2. Depression: % screened with documented
follow-up plan
3. Hypertension: % controlled
4. SBIRT
5. Emergency Department Utilization
6. Staff Engagement
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Participating Clinics
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Asher CHC
Benton and Linn County
Central City Concern
CHC Medford
Clackamas County
Coastal Family Health Center
Columbia River CHCs
La Clinica del Valle
Lane County CHCs
La Pine CHC
Lincoln County
Mosaic Medical
MCHD
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NARA
Neighborhood Health Center
Northwest Human Health Services
OHSU Richmond
One Community Health
Outside In
Rinehart Clinic
Siskiyou CHCs
South River CHCs
Tillamook County
Umpqua CHCs
Wallace Medical Concern
White Bird Clinic
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Data Transparency Project:
Staff Engagement
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OPCA will discuss staff engagement with Data
Transparency clinics in the next three months
Gauge level of interest:
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Which clinics are currently measuring staff
engagement and, if so, which tool they use
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Interest in measuring staff engagement as part
of the project
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Interest in OPCA facilitating survey process
Level of interest will determine the next steps
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Data Transparency Project:
Staff Engagement
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If clinics are interested, OPCA and clinics will choose
a tool (or develop one) to measure staff engagement
within the context of the Data Transparency Project
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As part of the SNMHI, OPCA:
• Created a brief staff engagement survey via
SurveyMonkey
• Clinics able to include one “customized question”
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• Primary contact person at each clinic would send
survey link to staff and receive results from OPCA
• Webinars and TA support from OPCA
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Staff Engagement Surveys
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Tool
Pro’s
Con’s
Gallup 12
• Evidence-based
• Comparison to other
organizations
• Lots of examples of how others
have used the tool
• Copyright – must
pay to use tool
($15 per person
through Gallup)
Other
company
surveys
• Free surveys available!
• Opens the door for conversations
• If done well, can measure
engagement
• May not be
evidence-based
• Little to no
published
resources on what
to do with results
Internallydeveloped
• Customizable
• If done well, can measure
engagement
• No research
• No published
resources
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Discussion: Staff Engagement
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1.
2.
Does your organization currently
measure staff engagement?
Do you feel it would be valuable for your
organization to measure staff
engagement?
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3.
Are you interested in OPCA facilitating
the staff engagement survey process?
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Questions
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Q: What if my clinic isn’t involved in the Data
Transparency Project?
A: Ideally we’d like you and your clinic to be
involved in this initiative, but we are flexible.
Contact Matt at [email protected] for more
Q: I want to get involved in the Data
Transparency Project! How do I do so?
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A: Email us at [email protected]. We’ll let you
know who from your clinic is participating!
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Thanks!
Any Other Questions?
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Contact information:
Krista Collins, Data Analytics and Quality Improvement Specialist
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[email protected]
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Tracking Staff Engagement at Your CHC
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