Employee Satisfaction: What do we do with the data?

1. Employee Satisfaction:What do we do with the data? Mary Tellis-Nayak, RN, MSN, MPH VP Quality Initiatives My InnerView mary@myinnerview.com

2. Objectives The participant will be able to: • Identify three issues which staff say cause them to recommend a nursing home as a good place to work • Describe the relationship between the quality of the workplace and 3 other measures • Discuss what must be done with employee satisfaction results • List 2 things a leader can do with the results of staff satisfaction surveys

3. Our Mission To provide long-term care leaders evidence-based management tools to better achieve their organization’s goals

4. My InnerView Nationwide • 5,600+ providers in all 50 states and District of Columbia use our tools • Largest satisfaction benchmark database in long-term care • Recommended by: • 3 national associations • 32 state associations

5. Providers will commit to focus on at least 3 of 8 measurable goals

6. OPERATIONAL/PROCESS GOALS: Establishing individual targets for improving quality Assessing resident and family satisfaction with the quality of care Increasing staff retention Improving consistent assignment of nursing home staff, so that residents regularly receive care from the same caregivers CLINICAL GOALS: Reducing high risk pressure ulcers Reducing use of daily physical restraints Improving pain management for longer term nursing home residents Improving pain management for short stay, post-acute nursing home residents

7. LookingatNationalResults

8. National Employee SatisfactionSurvey Results2006Nearly 107,000 responses

9. First nationwide report 1,933nursing homes in 49 statesand D.C. participated in 2006 NOTE: Alaska not included

10. FIGURE 2a Employee’s age

11. FIGURE 2b Employee’s job category

12. FIGURE 2d Length of employment

13. FIGURE 1 SATISFIED NURSING HOME WORKERS BY CATEGORY Based on the percent of total weighted respondents who rated their overall satisfaction as “excellent” or “good” in each job category

15. An Exercise:What Matters Most?

17. Survey items: Quality of orientation Quality of in-service education Quality of resident-related training Quality of family-related training Comparison of pay Care (concern) of supervisor Appreciation of supervisor Communication by supervisor Attentiveness of management Care (concern) of management Safety of workplace Adequacy of equipment/supplies Sense of accomplishment Quality of teamwork Fairness of evaluations Respectfulness of staff Assistance with job stress Staff-to-staff communication

19. FACTORS THAT DRIVE WORKFORCE RECOMMENDATION Ranked correlations (p < 05) between employee workplace recommendation and employee satisfaction items

20. TABLE 5 FACTORS THAT DRIVE WORKFORCE RECOMMENDATION (continued) Ranked correlations (p < 05) between employee workplace recommendation and employee satisfaction items

22. TABLE 6 PRIORITY ITEMS FOR NURSING STAFF Ranked by average scores and correlations with workplace recommendation

23. FIGURE 3 Recommendation for care

24. FIGURE 3 Does not total 100% due to rounding Recommendation for job

25. FIGURE 3 Overall satisfaction

26. TABLE 1 TRAINING May not total 100% due to rounding

27. TABLE 2 WORK ENVIRONMENT May not total 100% due to rounding

28. TABLE 3 SUPERVISION May not total 100% due to rounding

29. TABLE 4 MANAGEMENT May not total 100% due to rounding

30. What doesresearch tell usabout satisfactionsurvey data?

31. What about employee data? What do we know today?

32. Key Performance Drivers higher family satisfaction lower nursing assistant turnover higher employee satisfaction higher family satisfaction

33. Key Performance Drivers higher satisfaction among families and employees higher occupancy rates

34. Key Performance Drivers higher satisfaction among families and employees better clinical outcomes related to falls, pressure ulcers and catheters

35. Improve care outcomes Improve relationships HRDecrease nurse absenteeism Decrease nurse turnover Decrease CNA turnover Resident/Family Satisfaction FinancialIncrease occupancy SUMMARY OF RELATIONSHIPS Staff Satisfaction

36. Facilities with higher family satisfaction have better work environments Mean = 68.0 EMPLOYEE ENVIRONMENT SCORE (%) < 54% 54% to 58% 58% to 64% > 64% FAMILY SATISFACTION

37. Facilities with higher family satisfaction have better employee training Mean = 57.1 EMPLOYEE TRAINING SCORE (%) < 54% 54% to 58% 58% to 64% > 64% FAMILY SATISFACTION

38. Facilities with higher family satisfaction have better supervision Mean = 72.2 EMPLOYEE SUPERVISION SCORE (%) < 54% 54% to 58% 58% to 64% > 64% FAMILY SATISFACTION

39. Facilities with higher family satisfaction have better management Mean = 66.5 EMPLOYEE MANAGEMENT SCORE (%) < 54% 54% to 58% 58% to 64% > 64% FAMILY SATISFACTION

40. Facilities with higher employee satisfaction have: • More residents without falls • More residents without pressure ulcers • More residents without acquired catheters • Less nurse turnover • More nurse stability • Less CNA absenteeism • Less nurse absenteeism • Higher occupancy

41. Quality of leadershipand quality of the workplace: The interface • CNAs speak up! • A 2004 study • 156 nursing facilities in the Southeast • 3,579 CNAs, 6,502 families surveyed • November 2004

42. Indicators ofquality of workplace • Pay compared to other nursing homes • Safety of workplace • Adequate equipment and supplies to do your job well • Work allows you to make a difference in people's lives • Co-workers work as a team • Fair performance evaluations • Staff are respectful of residents • Helps you get to deal with job stress • Communication between shifts

43. Quality of leaders produce a quality workplace Rating by 6,305 CNAs in 156 Nursing Facilities:4 percentile ranked groups, 2004

44. A quality workplace earns staff recommendation

45. A quality workplace earns family recommendation

46. A quality workplace creates QoL for resident

47. As Staff are Treated So will the elders be treated.

48. A quality workplace creates QoCare for resident

49. A quality workplace creates QoService for resident

50. A quality workplace results in better state surveys