Engage Reader Survey

[engage] 2014 Reader Survey

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Employee Engagement in the Healthcare Industry

Healthcare Professionals: Get a Pulse on Your Employee Engagement Levels

While patient care has always been a top priority for healthcare leaders, now more than ever, the experience provided by practitioners is just as important as the treatment patients receive. Recent studies show a direct correlation between highly engaged employees and genuine care towards patients. On the contrary, disengaged staff lead to poor patient experiences, higher turnover, and decreased productivity. Get a pulse on your employee engagement levels by understanding how these statistics and trends may be affecting your team.

The healthcare landscape has changed. With technology providing quick access to information and social reviews influencing public opinion (think “Rate My Doctor” sites or even Yelp.com), patient experience is equally as important as patient treatment – now more than ever. For healthcare leaders, this begs the question: how do you create an outstanding patient experience?

The reality is that there is a direct correlation between employee engagement levels and wonderful patient experiences. When staff are engaged with your business, aligned to the corporate mission and objectives, and recognized for their work, the mass majority offer genuine and compassionate patient care. And that’s not all: these employees tend to be more productive, more motivated, and contribute to impressive bottom line results.

Unfortunately, too many healthcare businesses have fallen victim to antiquated employee engagement strategies and have extremely disengaged employees on their teams. Look at these trends and reflect on your business operation and strategies. Are your healthcare professionals engaged?

Seventy-seven percent of healthcare professionals do not feel valued for the contribution they make and the work they do.
Being undervalued is at the heart of disengagement, and disengaged employees take away from business results and patient experiences. Try administering an employee engagement survey to see how your workplace fares. This will give you insight into what’s working and what isn’t. From there, determine where your employee engagement levels stand today, and create reasonable timelines and benchmarks.

Seventy-two percent do not feel their organizational culture encourages them to contribute to changes that affect their team/department/service.
To ensure that top talent live up to their potential and that their performance meets your expectations, recognize employees for living your core values to create a culture of alignment and reinforces the right behaviors for your company. Make sure employees understand what behaviors are measured and why. If you reinforce desired behaviors with positive feedback, they will be repeated.

Eighty percent of healthcare employees do not feel that communication between senior management and staff is effective.
Communication is critical in the modern workplace. For management to care, they need to be made accountable. If retention, engagement, and alignment are priorities for your organization (and they should be, given their profound impact on bottom line results), use these as metrics and reward managers for meeting targets. Coach your managers on how to be effective leaders and encourage them to give positive and constructive feedback to their team members in a timely manner.

It is not unusual to have staff absence levels of 10-15% and even numbers as high as 22% non-availability over the past few years.
Total costs related to absenteeism amount to $84 billion annually. It’s not easy to tackle absenteeism, but you can create a culture where employees want to come to work because they are highly engaged with the organization. Empower your employees to be successful by including them in the front-end of planning and align them with your organization’s objectives. This will give your employees a greater perspective of corporate goals and inspire a purpose-driven workplace.

Learn more about the cost of disengagement on the healthcare industry. Download our whitepaper.

*All statistics provided by HealthcareSource Blog.



How not to engage your employees

How Not to Engage Your Employees

This week, Canadian ad agency, Union Advertising, shows us how they reward their employees for their hard work. While obviously a spoof, the hint of truth to the ad will strike a nerve with most of us, and is a great example of how not to treat your employees.

Are there really employers like this out there? I hope not.

Instead, we’d love to hear what your organization does that actually puts a smile on your face and makes you feel recognized and rewarded.

Share your experience in the comments!


Employee Engagement in the Retail Industry

3 Ways Disengaged Employees Impact the Retail Industry

When it comes to driving repeat purchases in retail, customer experience is just as important as price, if not more so. With your employees at the forefront, bringing positive or not-so-positive experiences to your customers, it’s important for retail leaders to work with a highly engaged team. Get the fast facts and learn how disengaged employees affect consumers and what you can do to improve engagement levels.

FACT 1: Disengaged employees fire customers.
The retail industry saw 28% of global consumers switch due to poor customer service in 2013, compared to 22% in 2012.

Ouch! As if the economy and changing consumer tastes weren’t enough, retailers and brands are now losing loyal customers due to poor service. And that’s not all. Of all industries, retail has had the highest percentage of consumers who switch due to poor customer experiences. How can you engage your employees and empower them to deliver exceptional service?

  1. Be transparent: Help employees understand how consumer interactions affect the bottom line.
  2. Timely recognition: Give your employees kudos on-the-spot when they provide excellent service.
  3. Utilize feedback: Allow your customers to give feedback and share it with your employees.

FACT 2: Disengaged employees call in “sick.”

A decrease of only 10% in employee absence could produce a 1-2% savings in payroll costs.

Absenteeism isn’t just a nightmare for logistical reasons, it’s also a symptom of unengaged employees. Employees who aren’t motivated to come to work are probably not delivering exceptional service when they’re in attendance. Here are several ways to beat absenteeism:

  1. Improve the culture: Create a positive environment where employees feel excited to come to work.
  2. Create alignment: Get employees in sync with the organization’s objectives so they understand how they contribute to the business.
  3. Use peer-to-peer recognition: It’s great to get feedback from the top down, but peer to peer recognition is a powerful tool as well.

FACT 3: Disengaged employees will leave your company.  

More than 50% of disengaged retail employees are planning to switch jobs in the next year, versus 10% of engaged employees.

High retention rates are indicative of engaged employees. Engaged employees are putting your customers first and ultimately driving the bottom line. Consider practices that your business could adopt to help boost retention rates and keep business booming.

  1. Engage employees: Practice recognition when employees meet a business objective.
  2. Develop a recognition rhythm: Get all of your employees in the habit of recognizing each other on a regular basis.
  3. Evolve your engagement strategy: Ditch antiquated ways of rewarding employees and use positive and timely feedback.

Learn more about how your business can improve the customer experience by engaging employees. Download our whitepaper, The Cost of Disengagement for the Retail Industry.