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| How Employees Engage and Connect with the Vision and the Plan |
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n 2007, HUMC was ranked as one of the top 50 places to work in New Jersey. With employee turnover at almost half the national average (9.5%), it’s a highly |
engaged workforce. Since January 2006, HUMC has held three quarterly Leadership Development Institutes annually to build leadership competencies—such as rounding for outcomes and thank you notes—that fuel achievement of organizational goals.” |
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Marsha Eisen, registered dietician, Nutrition and Food Management |
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On Purpose, Worthwhile Work and Making a Difference
“Even though I do not usually spend time educating existing inpatients prior to surgery, I had a gentleman recently who had many questions before his open heart surgery. I sat down with him and his family to answer them all. After surgery, he said he was so much more relaxed going into the surgery because he felt very prepared after we spoke. It felt great to hear him say, ‘No one every explained it that way. I really understand now.’
Dietary directly impacts patient satisfaction. Keeping the patient well-nourished and assisting them with dietary needs improves their experience. They’re also more satisfied if they go home with a clear understanding of their diets and restrictions.” |
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Robert McCaskill, financial representative, Customer Service |
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On Meeting Goals
“We have almost reached our intake goals early in the fourth quarter. This is a direct result of our relationship with patients. They are pleased with our financial services which increases their satisfaction and referrals. Word of mouth is a strong tool.” |
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Jazmin Cascante, RN |
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On Tools That Connect
“Hourly rounding makes the patient feel secure. We’ve seen how rounding and discharge phone calls have impacted our patient satisfaction scores…They make patients feel good and trust us.
I’ve worked at other hospitals before coming to HUMC, but I enjoy working here because I feel the nursing practice is following the vision. HUMC believes in going back to the basics of nursing: being nurturing and caring about each individual as a human being. That’s why I went into nursing…to care for the patient. I do this because I want to.” |
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James O’Hare, senior coordinator, Third Party Follow-up |
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Meeting the Mission
“Patients are always our number one priority. We know that. So, if we can meet our financial goals, we can ensure the organization can continue to function properly to meet the needs of the patients. Since our supervisors know we are on the front lines with the insurance companies, they like to hear my input, which really makes me feel connected.” |
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What Other Employees Say |
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“Top leadership has a great vision. Makes you feel very secure.” |
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“I foresee in 2014 the hospital will be #1 in the nation. I am truly proud to be a part of a hospital that provides excellent patient care.” |
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“We will be the leading medical center in the nation by 2014 and I will help.” |
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“When I come to work, I feel I am in paradise. Everything is great: salaries, work environment, staff and management.” |
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“All employees know the mission and vision of HUMC. The President and CEO has been more than effective leading his team, earning the respect of all.” |
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*comments compiled from recent employee engagement, surveys and internal focus groups. |
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Communication boards align behavior. |
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Just as HUMC uses a board agenda by pillar (Vision 2014—Getting to Best in the Nation) to align a meeting agenda and Leader Evaluation Manger to align accountability for results, communication boards align behavior.
At HUMC, communication boards are posted in each department. Some boards communicate key information by pillar to all employees. In the Radiology department, for example, a flyer tacked to the service pillar
announces that the standard of the month is accountability. On the finance pillar, a reprint of a |
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recent newspaper article ensures everyone knows how HUMC is gaining community recognition for its patient-friendly billing.
Another Radiology communication board sends a clear message to patients that teamwork in the department
is a top priority for delivering quality care. Dozens of notes by staff are handwritten on the board. “Please
ask. I’ll find the answer!” says one. “We take pride in your happiness,” and “Working as a team, we make a difference,” say others. |
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View HUMC Communication Boards |
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Click here to download three examples of excellent communication boards courtesy of HUMC’s Radiology Department. |
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