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DUFFY HEALTH CENTER

DUFFY HEALTH CENTER. 2012 EMPLOYEE SATISFACTION SURVEY RESULTS. The Survey. 61 surveys were sent out to full, part-time and per diem staff. 50 surveys were completed and returned to Catherine Reynolds at her business PO Box. Response rate= 80 per cent (Very High!)

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DUFFY HEALTH CENTER

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  1. DUFFY HEALTH CENTER 2012 EMPLOYEE SATISFACTION SURVEY RESULTS

  2. The Survey • 61 surveys were sent out to full, part-time and per diem staff. • 50 surveys were completed and returned to Catherine Reynolds at her business PO Box. • Response rate= 80 per cent (Very High!) • Survey data was manually input into Survey Monkey without names, Department or other identifying information to ensure anonymity and confidentiality. • The rating scale was numbered 1 through 5; 1 as poor and 5 as great.

  3. 1. People working at the health center care about my opinion and listen to what I have to say. • 51.1% (25) responded Good to Great vs. 72% 2011 • 47% (23) responded OK to Fair vs. 20% 2011 • 2% (1) responded Poor vs. 8% 2011 • Average Rating on Scale of 1-5 with 5 being Great was 3.51

  4. Question 1

  5. Question 1 Comments • Yes, but whether that translates into action is variable. • Management holds a heavy hand lately. • I have good ideas and sometimes they don't have time to listen. • My direct supervisor listens, sometimes not sure about CEO.

  6. 2. There is a good deal of teamwork and cooperation at Duffy. • 54% (27) responded Good to Great vs. 67% 2011 • 46% (23) responded OK to Fair vs. 28% 2011 • 0% (0) responded Poor vs. 8% 2011 • Average Rating on Scale of 1-5 with 5 being Great was 3.62

  7. Question 2

  8. Question 2 Comments • I feel that in Medical we try to accommodate the other disciplines but it is not reciprocated. There is teamwork between the providers and the support staff. This has been especially demonstrated when we are short staffed which has occurred more often in the recent past. But in Medical, I think that greater collaboration around patient care with the other disciplines would be helpful, especially with regards to General Case Management. I wish there was a way to be able to refer any Duffy patient for Case Management and not just the ones who qualify for the programs. • The staff is Duffy's greatest asset. • Individual Productivity Goals hinder teamwork • A lot of negative energy within the agency lately. • We all help each other as best as we can.

  9. 3. My present salary is satisfactory. • 32% (16) responded Good to Great vs. 22% 2011 • 68% (34) responded OK to Fair vs. 69% 2011 • 10% (5) responded Poor vs. 30% 2011 • Average Rating on Scale of 1-5 with 5 being Great was 3.00

  10. Question 3

  11. Question 3 Comments • Duffy went through a huge change when it moved into 94 Main Street and Heidi replaced Claire. Previously, Duffy was a highly mission-driven, inefficient dysfunctional family with a strong familial bond. After The Change - productivity & efficiency dominated conversation: the tightening, pushing and straining to increase productivity and efficiency without addressing The Change empathetically or the underlying dysfunction in a bottom-up style - are all contributing to a lack of morale, sense of "nothing changing" (especially in terms of personal/professional respect), and a sense that if we don't get the help we ask for, the respect we deserve, or the warm-fuzzies from doing Good Work - monetary remuneration should compensate. But it hasn't. Case Managers need second jobs to survive. This is not OK. A family should treat its own as well as it can. Duffy is great because its employees have been like family. As the "Old Guard" continues to leave; we risk losing our soul. If we don't feel like we have the time etc. to do Good Work, accepting a lower rate of pay becomes harder to justify...hope this makes sense. • According to industries annual survey, for my education and experience I am $5/hr. below the average in the Northeast. • Except/Not compensated for hours spent on paperwork via remote access. • Besides cost of living raise, I have only received $1 in ten years. • On the low end • I feel that my pay should reflect my work. If I miss days nobody does my job.

  12. 4. The benefit package at the health center meets my needs. • 55.1% (27) responded Good to Great vs. 61% 2011 • 42.9% (21) responded OK to Fair vs. 33% 2011 • 2% (1) responded Poor vs. 0% 2011 • Average Rating on Scale of 1-5 with 5 being Great was 3.51

  13. Question 4

  14. Question 4 Comments • I do not seek medical care due to co-pay/deductible costs. • This is one of the best benefits packages I have seen locally. • As a 20 hr./week employee not all benefits are available. • Insurance Premiums are high - MSA Plan is not user friendly. • I do not use benefit package at Duffy. I use my husband's one. • 12 weeks maternity leave. • Contributions to retirement will hopefully increase. • I am getting more bills than the insurance is paying.

  15. 5. In my experience at the health center, the opportunities for training meet my needs. • 41.7% (20) responded Good to Great vs. 50% 2011 • 41.7% (20) responded OK to Fair vs. 36% 2011 • 16.7% (8) responded Poor vs. 25% 2011 • Average Rating on Scale of 1-5 with 5 being Great was 3.00

  16. Question 5

  17. Question 5 Comments • There needs to be more Continuing Medical Education but it takes time to organize which can be difficult. • I can't personally afford conferences and workshops specific to my needs to enhance my working ability. Doesn't seem to be funds available for Duffy to pay for them. • N/A (Unaware of training opportunities) Learning Sage has been a challenge! I did receive excellent tutoring from Phoebe Lambert and Meghan Zahn had been incredible at troubleshooting with computer queries! • No. Very Poor. There is no people or time for that. • Sometimes you have to figure things out on your own time and make it work.

  18. 6. In my experience at the health center, there are opportunities for career advancement. • 24.4% (11) responded Good to Great vs. 39% 2011 • 62.3% (28) responded OK, Fair vs. 50% 2011 • 13.3% (6) responded Poor vs. 11%2011 • Average Rating on Scale of 1-5 with 5 being Great was 2.76

  19. Question 6

  20. Question 6 Comments • My supervisor always looks out for courses that would interest me or would improve my skills in some way. • Plenty of Committees to be on. • N/A • N/A ( I have a 30 hr. position) • No. I Wish. If has any, nobody told me. • None, no upward movement options at all. • Unknown

  21. 7. I have the freedom to make important decisions concerning my work. • 58% (29) responded Good to Great vs. 64% 2011 • 38% (19) responded OK to Fair vs. 36% 2011 • 4% (2) responded Poor vs. 0% 2011 • Average Rating on Scale of 1-5 with 5 being Great was 3.44

  22. Question 7

  23. Question 7 Comments • Yes for clinical decisions. • Too many - there are important protocols that have not been written. Providers seem increasingly not on the same page. I feel less safe. • Clinically, Yes /Administratively, No • No. • We had more freedom before.

  24. 8. The health center provides adequate levels of orientation and training which enables me to perform my work. • 44% (22) responded Good to Great vs. 56% 2011 • 42% (21) responded OK to Fair vs. 39% 2011 • 14% (7) responded Poor vs. 6% 2011 • Average Rating on Scale of 1-5 with 5 being Great was 3.12

  25. Question 8

  26. Question 8 Comments • I think some training/education around requirements e.g. state/federal would help guide certain decisions and help us to keep some deadlines e.g. the requirement for a peer review - the feds apparently ask about this when filling out a grant application but there was no peer review being done. • Need more time for technology training - Sage streamlining!! • She is quite often in meetings, making it difficult to speak with her in a timely manner. • No. We really need more help on this. • Maybe a tour "refresher" after the 1st month of work • When the solarin hospital site started nobody knew what they were doing and made everybody's job harder. • I would have liked to get phone info, business cards, ID earlier

  27. 9. I receive direction and support from my supervisor • 62% (31) responded Good to Great vs. 75% 2011 • 36% (18) responded OK to Fair vs. 22% 2011 • 2% (1) responded Poor vs. 3% 2011 • Average Rating on Scale of 1-5 with 5 being Great was 3.72

  28. Question 9

  29. Question 9 Comments • There needs to be more transparency around new programs and where they fit in the priority of Duffy. I think there needs to be more support around employees who are not pulling their weight and need to be let go from Duffy. I think it goes against the culture of Duffy to fire folks but support is needed if people need to be told to leave -because they are not profiting the organization in any way. • No. Less and less as she is expected to take on other (tech, medical home, meaningful use) things • Within the limits of her Authority • When she is available. Yes. She cares about us when we need.

  30. 10. I am satisfied with the communication I receive and know what is going on at the health center. • 50% (25) responded Good to Great vs. 47% 2011 • 44% (22) responded OK to Fair vs. 48% 2011 • 6% (3) responded Poor vs. 6% 2011 • Average Rating on Scale of 1-5 with 5 being Great was 3.22

  31. Question 10

  32. Question 10 Comments • If new projects are being contemplated, they are just rolled out without adequate discussion of all the parties involved. There has been talk of going to family shelters with the Mobile Health Clinic NP which would include protocols/policies around seeing teenagers. These are not in place but grants re applied for and? filled out that we're progressing with this but there's not much work being done on it. An example is Meaningful Use where providers were given a date for a reporting period and just had to get the training and now PCMH which is a new program that providers have to take the lead on. I think projects in Medical are taken on with too much frequency and not enough time for providers to really learn the EMR and get familiar with the change before another one is started. There are a lot of changes for the providers - and they move too quickly and the things the providers need to facilitate the change (such as more support staff, newer computers) lag behind. There was a change in the number of hours worked, then Meaningful Use, then change in the time for a visit, and before that has really sunk in (i.e. 30 min visits) there is talk of 20min visits. Our patients come in for 1 problem and usually have 3 urgent problems that we cannot hope they come back to address -we end up addressing all. So, communicating the reason for the change, really listening to what the providers say about the change, and the effort to give the providers some of what they're asking for (quid pro quo) before demanding that changes occur. Providers have already demonstrated that they are not motivated by a bonus. So communication is key to finding out what motivates our providers. Communication is key to knowing if a provider is frustrated and planning to leave.

  33. Question 10 Comments • No. There is very little transparency between departments - unless you are a director? • Some improvement, but still feel "in the dark" at times. • It's "Need to know only“ • Things change so often in medical department • NO • Please inform staff of client deaths and employee terminations to avoid rumors • Communication remains a problem here.

  34. 11. I am able to get the supplies and other resources I need to do my job. • 71.4% (35) responded Good to Great vs. 72% 2011 • 28.6% (14) responded OK to Fair vs. 28% 2011 • 0% (0) responded Poor vs. 0% 2011 • Average Rating on Scale of 1-5 with 5 being Great was 3.94

  35. Question 11

  36. Question 11 Comments • have to go get my coffee and wait for my computer to turn on before I can start working. I have to wait a lag time before I can finish a patient chart. I thought that computers were part of the capital money or that there was a plan to replace computers every three years and I don't think that this has been happening - at least not in Medicine. There needs to be updating so that each Medical Assistants/RNs computer can’t do EKGs and this is still not fixed. • But I think we could provide more medical services to patients than we do. • I.T. Breakdowns • Rocky start re supplies • Yes • Now, just to get a clock is very difficult. Too many people to go through.

  37. 12. I have a challenging and fulfilling job at the health center • 65.3% (32) responded Good to Great vs. 72% 2011 • 34.7% (17) responded OK to Fair vs. 28% 2011 • 0% (0)responded Poor vs. 0% 2011 • Average Rating on Scale of 1-5 with 5 being Great was 3.92

  38. Question 12

  39. Question 12 Comments • Very Challenging • Due to complexity of patients and camaraderie of staff • Clinically - "Productivity" Conflicts • Yes • Yes Challenging • Overall, I love my job.

  40. Additional Comments & Suggestions • See separate handout

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