ASSESSMENT
A local multi-site healthcare organization was concerned about relationships between management and employees. With so many sites, it was difficult to ensure consistent communication and leadership to the ‘front-line employees.’ This organization was interested in knowing more about how employees felt about their jobs, supervision, and the organization.

ACTION
Building off CMI’s Healthcare BenchmarkerK, a comprehensive employee survey was designed to target the organization’s concerns. Based on the findings of the initial survey, hospital and department leadership designed specific action plans and implemented them. The client decided to administer the same survey 2 years later to track progress.

ACCOMPLISHMENTS
Armed with a clear picture of day-to-day operations across all units, the healthcare organization decided to attack three key areas: employee involvement, performance reviews, and service quality. The second survey showed positive results–perceptions of all three targets had improved substantially! The survey program was able to accurately depict the organization’s culture and direct actions to improve.

Measurable results through targeted action: The graph below shows favorability of three key survey topics before and after enhancement efforts.