Caregiver Experience Understanding Enablement

1. Caregiver ExperienceUnderstanding Enablement Core Leaders |2019

2. HSE scores are based on caregiver responses to these 8 items Sustainable Engagement Components Engaged I believe strongly in the goals and objectives of this organization. I am willing to put in a great deal of effort beyond what is normally expected to help my organization succeed. I am proud to tell others I work for my organization. Enabled I have access to the equipment and supplies I need to do my work. There are no substantial obstacles at work to doing my job well. My department is able to meet our work challenges effectively. • Energized • My job provides me with a sense of personal accomplishment. • I am able to sustain the level of energy I need throughout the work day.

3. Enablement remains our greatest opportunity #2Enablement is our greatest opportunity. 76% are Engaged 59% are Enabled; 41% are not 72% are Energized #3Increasing Enablement will increase Energized, but not the other way around. 50% #1Half of PSJH caregivers consistently have the aspirational Caregiver Experience 26% 10% 13% Data Source: 2018 PSJH Caregiver Experience Survey; PSJH Overall Results

4. “It's as if immediate and upper management don't wish to hear what our concerns are or what we think can improve our productivity. No one ever asks us how we are doing (professionally), what the barriers are to improving our work, what is being done right and wrong.” “Needs to be a better connection between senior and front line leaders. Lots of obstacles that get in the way of front line leaders being effective.” “The culture / bureaucracy is very slow here and that is well-known and a realistic obstacle that is hard to overcome.” “…management is not receptive to the voices and opinions of their employees. I truly enjoy working here - the people here are fantastic, dedicated, and hardworking. My only issue is that management does not seem to care for or listen their employees, hence the high turnover rate of employees here.” “It is very frustrating to see how inefficient we work. If we used technology and staff more efficiently, Providence would be an amazing place to work.” “My direct supervisor is a great mentor and role model. She is fun to work with, but always professional and VERY effective in her job. My team is full of varying talent and full of respect for each other. We are fully committed to the mission and our patients. At times we are very busy and could benefit from additional staff.” …In their own words “It seems that the managers of the departments are so busy with meetings and deadlines, that they do not have the time to actually see what their staff are doing on either a daily or weekly basis.” Note: Comments are representative and were taken from 2017 CES results for the system overall.

5. 1 4 ways to support and empower your team 2 3 4 At PSJH, we are guided by our Mission, Values, Vision & Strategy. The experience we create for ourselves and our caregivers will determine the experience of our patients and our quality, safety and financial results.

6. Appendix

7. Defining Sustainable Engagement • Sustainable Engagement covers three components: • Engagement: each caregiver’s attachment to the organization covering: • Think: the extent to which caregivers “buy in” or intellectually support the goals and objectives of the organization • Feel: the emotional bond each caregiver feels toward the organization • Act: the willingness to exert discretionary effort for the good of the organization • Enablement: the degree to which the local work environment supports performance through access to equipment and supplies, and the ability to overcome work challenges • Energy: caregiver’s sense of physical, social, and emotional well-being at work. Energy helps sustain performance. While highly-engaged caregivers may produce outstanding results in the short run, if the environment does not support well-being high performance becomes unsustainable over time. • Sustainable Engagement Segmentation • To better understand the quality of each caregiver’s experience, their individual responses to the items in the Sustainable Engagement components are compared to the US Healthcare Norm, quantifying the percentage of caregivers in four distinct segments: • Highly Sustainably Engaged: Above norm on all three components • Unsupported: Above norm on engaged, but below on enabled and/or energized • Detached: Below norm on engagement, but above on enabled and/or energized • Disengaged: Below norm on all three components