In the fast-paced, challenging, and demanding healthcare environment, success hinges not only on medical expertise but also on the dedication and satisfaction of healthcare professionals. Developing cohesive employee engagement and employee experience strategies that prioritize employee well-being, enhance patient care, and drive organizational excellence are all essential to this success. Given the current shortages of healthcare professionals, providing a delightful and engaging experience for employees is more critical than ever for attracting and retaining top talent.
While the terms “employee engagement” and “employee experience” are often used interchangeably and may have overlapping definitions according to various thought leaders, organizations that can do both well benefit from employees who are more productive and committed, resulting in a significant competitive advantage.
The Essence of Employee Engagement
Employee engagement is the heartbeat of a successful healthcare organization, with engagement being focused on the social and emotional needs of employees. Engaged employees are not only satisfied with their work but also feel like they belong, are loyal, emotionally invested, committed, motivated, and empowered to go above and beyond.
Engagement strategies in healthcare must focus on creating a culture of collaboration, recognition, and continuous learning while also providing employees with ample resources and meaningful work. When employees experience this level of support, they are more likely to deliver compassionate care, foster strong patient relationships, and contribute to a positive workplace environment. There is a noticeable difference between engaged workplaces and non-engaged workplaces.
Driving engagement is continually becoming more complex in healthcare.
- Since COVID, organizations need to think more about keeping not only their “in-person” workers engaged but also their “work-from-home” employees engaged. Successful organizations create a seamless and inclusive work environment by leveraging digital tools and platforms to better facilitate collaboration, communication, and continuous learning. This approach ensures that both on-site and remote employees remain engaged, connected, and motivated.
- Additionally, with the gradual commoditization and consolidation of healthcare, organizations can no longer rely as heavily on employees’ senses of alignment with the organization’s mission to drive engagement. Healthcare organizations must focus more on engagement strategies to bridge this gap.
The Impact of Employee Experience
Employee experience complements engagement by encompassing the entire journey of an employee within the healthcare organization. From recruitment and onboarding to daily work experiences, career development, and offboarding, every touchpoint shapes the overall experience of healthcare professionals. Employees want jobs that fit their lifestyles and provide them with experiences that enable them to navigate the organization and reach their career goals, while providing time for family and well-being.
A positive employee experience is not just about perks and benefits during the employee’s journey; it’s about creating a meaningful and fulfilling work environment. Healthcare organizations that prioritize employee experience invest in supportive leadership, clear communication channels, opportunities for growth and development, and a healthy work-life balance. These elements contribute to higher employee retention, reduced burnout, and increased job satisfaction.
The Convergence of Employee Engagement and Employee Experience Strategies
The synergy between employee engagement and employee experience strategies is where the magic happens in healthcare. A cohesive approach ensures that healthcare professionals’ needs, motivations, and aspirations align with the mission and values of the organization.
Creating a cohesive employee engagement and employee experience approach involves building engagement strategies into each stage of the employee journey. Below are a few examples:
- Onboard: Implement a structured onboarding program, introducing new hires to the company culture, values, and expectations. Conduct regular check-ins with new hires to gather feedback on their onboarding experience and address any concerns promptly.
- Development: Create personalized development plans for employees based on their skills, interests, and career goals.
- Develop (mobility): Encourage internal mobility by posting job openings internally and providing pathways for advancement within the organization.
- Transition (offboarding): Use exit feedback to make improvements across the employee experience and address any recurring issues to enhance retention and engagement.
- Transition (post-employment): Maintain positive relationships with alumni through alumni networks or newsletters to stay connected and leverage them as brand ambassadors.
Here’s how a cohesive strategy can drive success in healthcare:
- Improved Patient Care and Safety: Engaged and satisfied employees deliver better patient care, leading to improved outcomes and patient satisfaction. They are also more likely to adhere to safety protocols and best practices, leading to a safer work environment and reduced incidents of medical errors or accidents.
- Attracting and Retaining Talent: Healthcare organizations that prioritize engagement and experience become employers of choice, attracting top talent and retaining experienced, motivated professionals.
- Innovation and Adaptability: Engaged employees are more likely to contribute ideas, embrace change, and drive innovation, positioning the organization for long-term success in a dynamic healthcare landscape.
- Positive Impact on Reputation: A workforce that is engaged, motivated, and fulfilled positively reflects on the organization’s reputation, leading to increased trust from patients, partners, and stakeholders.
- Enhanced Organizational Performance: Engaged employees who have positive employee experiences are more productive, have lower turnover rates, and contribute to a more resilient workforce.
Below are two case studies illustrating how improving the employee experience and enhancing engagement can lead to meaningful outcomes for healthcare organizations. While these examples are nursing related, it is important to remember that healthcare organizations also employee administrative staff, physicians, etc., and these staff should be considered when developing a comprehensive employee engagement and employee experience strategy.
Case Study 1 – Increasing Staff Nurse Retention
Introduction: In healthcare organizations, experienced and engaged staff nurses are invaluable assets. Beyond providing stability to their units, they serve as mentors, preceptors, and guardians of patient safety through their wealth of knowledge and expertise. Retaining these nurses not only fortifies patient care but also mitigates the substantial costs associated with recruitment, hiring, and onboarding.
Identifying Challenges: Retaining seasoned staff nurses, particularly those uninterested in managerial roles, poses a perennial challenge. These nurses want to continue to provide clinical care in their specialty, yet they also want to grow, contribute in new ways, and be valued by the organization. Many healthcare organizations have implemented clinical ladders to foster career progression while allowing nurses to remain in direct patient care roles. Nevertheless, the key lies in offering opportunities that are not just incremental but truly transformative, setting apart organizations committed to innovation and employee fulfillment.
Solution Development: One healthcare organization devised a pioneering approach to recognize the aspirations of experienced nurses for growth and exploration while honoring their dedication to their nursing specialties. In a collaborative effort between nursing leadership, experienced clinical nurses, and human resources, a departmental exchange program was developed.
Implementation and Impact: The departmental exchange program allowed nurses to embark on six-month assignments in different units. For instance, a medical-surgical nurse could opt for a stint in the emergency department. Following a comprehensive orientation, the nurse immerses themself in the new environment, acquiring fresh skills, forging relationships, and gaining insights into interdepartmental dynamics.
Upon returning to their original units, these nurses emerge as catalysts for change. Armed with a nuanced understanding of diverse departments and their interactions, they become pivotal in fostering collaboration and enhancing patient care. When challenges arise, such as improving communication and patient flow between units, these nurses are tapped to lead task forces, drawing upon their newfound expertise, relationships, and experiences.
The impact of this program extends beyond skill acquisition; it fuels a sense of engagement and empowerment among participating nurses. They are invigorated by the opportunity to explore new horizons within their profession and feel valued by the organization’s investment in their growth trajectory. Moreover, as they assume leadership roles in addressing organizational challenges, they experience a profound sense of accomplishment and contribution.
Conclusion: By strategically aligning employee experience and employee engagement through innovative initiatives like cross-departmental exchanges, healthcare organizations can achieve multiple benefits. They can not only retain their most seasoned talent but also cultivate a culture of continuous learning, collaboration, and excellence in patient care. The convergence of employee engagement and experience means that employees not only feel engaged and valued but also have opportunities throughout their employee journeys to grow, contribute meaningfully, and develop professionally.
Case Study 2 – Revitalizing Night Shift Engagement in Healthcare Organizations
Introduction: The night shift, often dubbed the “graveyard shift,” poses unique challenges for healthcare workers. Studies indicate that a majority of night shift workers find it difficult to adjust to nocturnal schedules. Consequently, many view it as a temporary arrangement until a coveted day shift position becomes available, leading to high turnover rates and diminished morale among those who remain. Recognizing these issues, a large multisite healthcare organization embarked on a transformative journey to enhance employee engagement and employee experience specifically tailored to the night shift.
Identifying Challenges: A diverse group comprising interdisciplinary healthcare staff, managers, and executives formed a project team tasked with dissecting the challenges inherent in night shift work. Through discussion and literature review, they pinpointed vital issues such as maintaining alertness during nocturnal hours, managing sleep patterns, feeling disconnected from the daytime life of family and friends, and lacking recognition and opportunities for camaraderie at work.
Solution Development: The project team advocated for a staff-led approach, empowering interdisciplinary frontline night shift workers to spearhead initiatives aimed at addressing their unique needs. This led to establishing hospital-based councils, aptly named “Night Owls,” on each campus. Armed with insights from the project team, these councils were entrusted with devising and implementing solutions tailored to their respective hospital’s night shift staff.
Implementation and Impact: The Night Owls wasted no time rolling out initiatives designed to rejuvenate the night shift experience. Guest speakers were invited to tackle specific work-life balance issues supplemented by informative flyers distributed to staff. Leaders were encouraged to increase visibility during night shifts, making rounds more frequently and occasionally surprising staff with treats like specialty coffees and smoothies. Furthermore, reallocating resources from the hospital’s reward and recognition budget ensured that night shift workers were not overlooked during organizational events, including staff appreciation activities, awards ceremonies, and night shift wellness initiatives like gentle yoga classes and fitness challenges.
Sustained Success: The Night Owls initiative proved to be a resounding success, fostering a supportive culture among night shift staff. With newly elected members regularly injecting fresh ideas, the councils continue to increase engagement and satisfaction. As a result, the organization has witnessed a significant reduction in night shift turnover rates, coupled with heightened levels of engagement and overall employee satisfaction.
Conclusion: By embracing the convergence of employee engagement and the employee experience, this healthcare organization has effectively revitalized its night shift workforce, turning what was once perceived as a daunting responsibility into a rewarding and fulfilling experience. Through nurturing a culture of resilience and camaraderie that transcends nocturnal hours, this convergence ensures that frontline staff not only feel engaged and empowered during the night shift but also are provided with opportunities to grow and develop during this stage of their employee journey.
Conclusion
In the healthcare industry, building cohesive employee engagement and employee experience strategies is not just a choice but necessary for long-term, sustainable success. By investing in the well-being and engagement of healthcare professionals, organizations can create a culture of excellence, compassion, and innovation that ultimately benefits patients, employees, and the entire healthcare ecosystem.
How Can ScottMadden Help Your Organization
We help organizations define cohesive strategies by assessing current practices, collaborating on strategy development, identifying targeted use cases, defining the future state, providing communication and training support, integrating technology solutions, managing change, ensuring continuous improvement, and sharing industry best practices.
Example: If your organization has defined its engagement and experience strategies, but needs support in developing a strategy to better retain staff nurses, we would:
- Work with your organization to conduct an analysis of current retention challenges among staff nurses
- Collaborate with stakeholders to develop and roll out a transformational program tailored to nurses’ aspirations and organizational goals
- Provide expertise in change management, communication, and training to ensure successful implementation and adoption of the program
- Offer ongoing support and evaluation to measure the impact of the program on employee engagement, retention, and patient care outcomes
