Two nursing home facilities in 18-facility
chain move from worst to first in one year.
These two facilities
are part of the same 18-facility nursing home chain. Our firm was engaged
to conduct an employee satisfaction survey for the entire chain. These
two facilities rated at the bottom of the company results. We were
asked to work with the management team at both facilities to help them
improve their results.
Each location worked up its own
employee relations improvement plan with assistance from Phillip Wilson.
One facility primarily needed to work on team-building issues among
the leadership group. This included teaching the group the Facilitation
Conflict-Resolution Model and assisting the Administrator
in facilitating meetings with members of the leadership team.
The second facility needed to work
on communication with one department and also had to deal with inconsitency
among the departments. We implemented regular "skip step" meetings
between the Administrator and the departments. We also implemeted regular
"in-service" training for department heads on areas where we found
the most inconsistency.
Both facilities also needed to work
on development discussions with direct care and support staff. We coached
leaders on how to conduct these discussions.
We assisted the facilities in communicating
the survey results and developing action plans. During the course of the
year we worked on high priority issues uncovered in the survey. Facility
administrators also received individualized coaching to deal with issues
that came up during the year.
One year later all 18 facilities
were surveyed again. This time the two "problem" facilities rated number
1 and 3 on their overall survey results.
NOTE: Due to the
sensitive nature of these interventions, the company identity is kept
confidential. If you would like to learn more, or wish to arrange a discussion
with the actual client, please contact Phil Wilson at 888-435-0002. |
