Module Development Template

[The following outline should act as a guide to support the development of body of knowledge domains]

DOMAIN NAME: Employee Engagement

DOMAIN OBJECTIVE: Understanding of the processes to engage and reward staff at all levels in key aspects of patient experience.

DOMAIN LEARNING OBJECTIVES (3-5):

  1. Identify methods to screen and hire employees who have a natural affinity for providing compassionate care and work well as a team.
  2. Identify how to keep staff engaged and accountable.
  3. Identify specific tactics to engage employees in achieving outcomes (HCAHPS)Identify methods to engage staff in driving accountability (HCAHPS and beyond)
  4. Identify recognition strategies to support positive employee engagement/patient experience

DOMAIN OUTLINE

  • Section IName: Engagement vs. Satisfaction

Objective: Differentiate between employee satisfactionvs. employee engagement

Outline of Concept

  • Articulate underlying differences between an engaged employee and a satisfied employee

Active vs. passive involvement

Emotional connection

Increased productivity

  • Understand and utilize measurement tools available to assess levels of engagement

Identify data elements specifically designed to measure engagement

  • Articulate the return on investment in striving for an engaged workforce

Achievement of desired organizational outcomes

Marked improvement on productivity compared against non-engaged employees

Reduction in turnover (and associated costs)

Key learning point(s)/take away

  • Section II Name: Leadership

Objective: Identify necessary leadership skills to create and hire foran engaged workforce

Outline of Concepts (How to make the patient first through creating an environment where the employee is first)

  • Communication

Visible within organization

Transparency of information

  • Connection

Employ methods to help employees connect to meaningful work (stories, direct connection to organizational outcomes, etc.)

Follow through on stated promises

Role model commonly learned behaviors that are not commonly practiced (respect, listening, recognition, politeness, etc.)

  • Understand motivators

Generational and cultural differences

Building teams with defined responsibilities, accountability, and empowerment

  • Understand Emotional Intelligence and its necessity in leadership

Understand the components of EI

Determine your emotional quotient (EQ)

Recognize where opportunities to strengthen EQ and methods to enhance

  • Hiring for the right fit

Implement Peer Interview process

Identify clear behaviors to screen

Create behavior based questions/scenario

Key learning point(s)/take away

  • Section III Name: Shared vision

Objective: Identify methods to disseminate culture

Outline of Concepts

  • Incorporate mission, values, and goals into the hiring process and beyond

Creation of method to assure potential candidates are screened for alignment to organization’s mission, values, and goals

Incorporate mission, values, and goals (culture expected) in new hire orientation

  • Keep mission “alive” within the organization (connect to outcomes whenever possible)

Celebrate activities that are associated with the mission

Connect outcomes to the mission and value of the organization

Employ methods to keep mission/vision/values visible in organization

Align all departments that influence the employee’s engagement potential

  • Identify Standards of Excellence (or Behavior) and keep visible (both in action and in print)

Identify method to create and periodically assess Standards of Excellence

Identify methods to train staff in Standards of Excellence in orientation and annually (i.e.: role play, learning modules, etc.)

Align coaching and/or disciplinary process with breaches in standards

  • Section IV Name: Drive accountability to Patient Experience

Objective: Identify key tactics to enhance the Patient Experience through increased Employee Engagement

Outline of Concepts

  • Using data to engage staff

Use of data to identify opportunities for improvement (HCAHPS)

Understand data as they relate to national benchmarks and Value Based Purchasing

Sharing of data with staff and other key stakeholders

Methods to create open discussion to identify other data elements that would assist in understanding issues

How to conduct a gap analysis

Achieve agreement on prioritization of initiatives and goals

  • Using staff and patients to improve results

Create initiative team (include previous patients)(Patient, Family and Staff Advisory Board)

Educate on key words/key times

Use of stories to create emotional connections

Keep initiatives and associated progress towards goals visible

Drive accountability (identify metrics, timelines, action steps, etc.)

Assure team understands role, parameters, expected outcomes, etc.

Provide executive champion to assist with obstacles

  • Section V Name: Recognition

Objective: Identify methods of reward and recognition for positive movement in the patient experience

Outline of Concept:

  • Determine what to measure

Use current available standardized data (HCAHPS)

When are results measured

Identify dimensions to be improved upon and expected timeframe for improvement

  • Identify how to involve entire team

Include all key stakeholders with role in improvement

Employ team and personal reward tactics

Provide organizational visibility to recognition process (name individuals, present with award publicly, etc.)

Have results visibly displayed

Provide environment where team can speak to success points and lessons learned

OUTSIDE RESOURCES/SUPPORTING MATERIALS TO CONSIDER:

(Provide a list of all suggested materials)

SUGGESTED ASSESSMENT QUESTIONS:

(Can be offered for each section or for the overall module)