Employee Experience

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    Employees in my work unit follow proper procedures for patient care and customer service.

    Survey Domain: Employee

    Survey Theme: Quality/Customer Focus

    Understanding the Issue: The first step is to understand the issues behind the survey performance scores. Unless you are absolutely sure that you understand the issues related to a particular survey item, the best place to start is identifying them, and the section Understanding Issues can help you do so. The activities described in Understanding Issues can be used for any of the survey items. Make sure you know what is behind your low score before you begin acting.

    Improvement ideas:

    1. Lead a discussion on the intent, value and outcomes of providing consistent care and service. What does following proper procedures do for the patient? For the team as a whole? Explain how procedures were determined and what is/is not negotiable, and why.

    2. Ensure that procedural changes are communicated in a timely and readily accessible manner to all employees. In multi-shift settings, assign the role of policy "communicator" to at least one employee on each shift.

    3. Define the role of a team member in following proper procedures and how adherence to standards and practices is considered part of expected performance. Be sure to prioritize what is most important.

    4. Seek out areas of confusion and work to clarify expectations and outcomes. Be clear about if/when it is appropriate to question or deviate from a standard or procedure.

    5. Coach and counsel employees promptly when an unauthorized deviation from standards is observed. Catching an error soon after it has been made will support better understanding and behavioral change.

    6. Create and communicate metrics for specific procedures. Share with all employees the results of surveys and reports that identify performance levels.

    7. Discuss the problems that arise when employees act independently, outside the organization's policies and procedures. Explain why certain policies and procedures were put in place and how they reduce errors and risk of harm to patients.

    8. Provide support and encouragement following an employee learning event to ensure employees are motivated to apply their new skills and knowledge.

    (MI 2240)