Professional Documents
Culture Documents
Objectives
The participant will be able to:
Identify three issues which staff say
cause them to recommend a nursing
home as a good place to work
Describe the relationship between
the quality of the workplace and
3 other measures
Discuss what must be done with
employee satisfaction results
List 2 things a leader can do with the
results of staff satisfaction surveys
Our Mission
My InnerView Nationwide
Recommended by:
3 national associations
32 state associations
Providers will
commit to focus on
at least 3 of 8
measurable goals
CLINICAL GOALS:
1. Reducing high risk
pressure ulcers
2. Reducing use of
daily physical
restraints
3.
4.
Improving pain
management for longer
term nursing home
residents
Improving pain
management for short
stay, post-acute nursing
home residents
OPERATIONAL/
PROCESS GOALS:
1. Establishing individual
targets for improving
quality
2. Assessing
resident and family
satisfaction with the
quality of care
3. Increasing staff
retention
4. Improving consistent
assignment of nursing
home staff, so that
residents regularly
receive care from the
same caregivers
Looking
at
National
Results
National Employee
Satisfaction
Survey Results
2006
Nearly 107,000 responses
First
nationwide
report
1,933
nursing
homes in
49 states
and D.C.
participated
in 2006
NOTE: Alaska not included
FIGURE 2a
Employees age
FIGURE 2b
FIGURE 2d
Length of employment
FIGURE 1
An Exercise:
Survey items:
1
Quality of orientation
11 Safety of workplace
12 Adequacy of
equipment/supplies
Comparison of pay
Appreciation of supervisor
Communication by supervisor
Attentiveness of management
13 Sense of accomplishment
14 Quality of teamwork
15 Fairness of evaluations
16 Respectfulness of staff
17 Assistance with job stress
18 Staff-to-staff
communication
Ranked correlations (p < 05) between employee workplace recommendation and employee satisfaction items
TABLE 5
Ranked correlations (p < 05) between employee workplace recommendation and employee satisfaction items
TABLE 6
FIGURE 3
FIGURE 3
FIGURE 3
Overall satisfaction
TABLE 1
TRAINING
TABLE 2
WORK ENVIRONMENT
TABLE 3
SUPERVISION
TABLE 4
MANAGEMENT
What does
research tell us
about satisfaction
survey data?
lower
nursing
assistant
turnover
higher
employee
satisfaction
higher
family
satisfaction
higher
satisfaction
among
families
and employees
higher
occupancy
rates
higher
satisfaction
among
families
and employees
better
clinical
outcomes
related
to falls,
pressure ulcers
and catheters
SUMMARY OF RELATIONSHIPS
Improve
care outcomes
Improve relationships
Staff
Satisfaction
HR
Resident/Family
Satisfaction
Financial
Increase occupancy
Mean = 68.0
70
60
50
Lowest
Low
High
Highest
< 54%
54% to 58%
58% to 64%
> 64%
FAMILY SATISFACTION
Mean = 57.1
60
56
52
48
Lowest
Low
< 54%
54% to 58%
High
58% to 64%
FAMILY SATISFACTION
Highest
> 64%
Mean = 72.2
80
70
60
Lowest
Low
High
Highest
< 54%
54% to 58%
58% to 64%
> 64%
FAMILY SATISFACTION
Mean = 66.5
70
60
50
Lowest
< 54%
Low
High
Highest
54% to 58%
58% to 64%
> 64%
FAMILY SATISFACTION
Quality of leadership
and quality of the workplace:
The interface
CNAs speak up!
A 2004 study
156 nursing facilities in the Southeast
3,579 CNAs, 6,502 families surveyed
November 2004
Indicators of
quality of workplace
1. Pay compared to other nursing homes
2. Safety of workplace
3. Adequate equipment and supplies to do your job well
4. Work allows you to make a difference in people's lives
5. Co-workers work as a team
Lowest
2nd lowest
2nd highest
Quality of workplace .
Leadership .
Quality of workplace .
Leadership .
Quality of workplace .
Leadership .
Quality of workplace .
Leadership .
Highest
0
Lowest
2nd lowest
2nd highest
Recommend NH.
Q of workplace.
Recommend NH.
Q of workplace.
Recommend NH.
Q of workplace.
Recommend NH.
Q of workplace.
Highest
0
Lowest
2nd lowest
2nd highest
Families recommend..
Quality of workplace..
Families recommend..
Quality of workplace..
Families recommend..
Quality of workplace..
Families recommend..
Quality of workplace..
Highest
0
Lowest
2nd lowest
2nd highest
QoLife..
Quality of workplace..
QoLife..
Quality of workplace..
QoLife..
Quality of workplace..
QoLife..
Quality of workplace..
Highest
As Staff are
Treated
0
Lowest
2nd lowest
2nd highest
QoCare..
Quality of workplace..
QoCare..
Quality of workplace..
QoCare..
Quality of workplace..
QoCare..
Quality of workplace..
Highest
0
Lowest
2nd lowest
2nd highest
QoService.
Quality of workplace..
QoService.
Quality of workplace..
QoService.
Quality of workplace..
QoService.
Quality of workplace..
Highest
0
Lowest
2nd lowest
2nd highest
# of survey citations..
Compliance score..
Quality of workplace,,
# of survey citations..
Compliance score..
Quality of workplace,,
# of survey citations..
Compliance score..
Quality of workplace,,
# of survey citations..
Compliance score..
Quality of workplace,,
40
20
0
Lowest
2nd lowest
2nd highest
Occupancy 94.8% .
Quality of workplace .
Occupancy 93.2% .
Quality of workplace .
Occupancy 92.1% .
Quality of workplace .
Occupancy 92.0% .
Quality of workplace .,
100
80
Highest
Now you
know better
so
what do you do?
QA&A committee
Staff meetings
Neighborhood/unit meetings
Interdepartmental teams
Focus groups
Communicating results
Where do we start?
My InnerViews reports
help you to choose
the topic(s) which are
most important
to your staff.
1 4:
Poor Fair
Good
Excellent
Item
score
B.
Secondary
strength
Primary
strength
C.
D.
Secondary
opportunties
Primary
opportunities
Successes
A.
Challenges
Recommendation
100
There is no communication
between the morning and evening
shifts of CNAs
Just ask
until there are no
more whys to ask
Turn Information
Into Knowledge
Study current process
Gather more information
Evaluate process
A Valuable Resource
Studies suggest
that the quality
of these relationships
has a defining impact
on workers decisions
to stay on the job
or leave to pursue
opportunities elsewhere.
Lessons Learned
Practical Suggestions
Commit to making
continuous improvement
A residents satisfaction
with his/her relationship to
nursing staff was found to be
significantly related to the
proportion of CNAs on the
residents unit who said they
intended to stay in the job,
and to the proportion of CNAs
who had positive
relationships with their
supervisors.
- Bishop, October 2006
Using employee
satisfaction surveys
will help leaders
to improve the
tenure of staff
by addressing
those issues
most important to them.
QUESTIONS?
Contact:
Mary Tellis-Nayak
mary@myinnerview.com
773-942-7525