Cardarelli Roberto, Slimack Madeline, Gottschalk Ginny, Ruszkowski Michael, Sass Jessica, Brown Kristen, Kikendall Rachel, Allard John J, Burgess Kelly, Luoma Maggie, Gonsalves Wanda
Department of Family and Community Medicine, University of Kentucky College of Medicine, Lexington, KY, USA.
J Patient Exp. 2020 Aug;7(4):534-540. doi: 10.1177/2374373519862927. Epub 2019 Jul 12.
Staff and provider engagement leads to better quality and experience of care and less turnover and burnout. In this program, we describe an approach to better understand underlying factors that lead to low staff and provider engagement and address such factors by creating actionable plans that drive improved engagement measures. Focus groups were conducted with staff, advance practice providers, and faculty to better understand low scored areas in an annual third-party engagement survey. Focus group results were analyzed, and thematic action plans were then developed by a leadership team. These plans and the status of addressing the identified issues were published and disseminated back to all staff and providers using a "stoplight report." The leadership team met every 2 to 4 weeks until all issues were addressed and communicated back to the department. The subsequent year's engagement scores statistically increased across all engagement score domains for both staff and faculty. We conclude that using a qualitative approach to understanding low-scored engagement domains will allow a deeper and authentic understanding of the root factors that drive low engagement scores. This approach allows teams to develop responsive action plans, resulting in higher engagement scores, which will eventually lead to better service and care to patients.
员工和医疗服务提供者的积极参与能够带来更高的医疗质量和更好的就医体验，同时减少人员流动和职业倦怠。在本项目中，我们描述了一种方法，用于更好地理解导致员工和医疗服务提供者参与度低的潜在因素，并通过制定可推动参与度提升的可行计划来解决这些因素。我们与员工、高级执业医疗服务提供者和教职员工进行了焦点小组讨论，以更好地了解年度第三方参与度调查中得分较低的领域。对焦点小组的结果进行了分析，然后由一个领导团队制定了主题行动计划。这些计划以及解决已识别问题的进展情况通过一份“红绿灯报告”发布并传达给所有员工和医疗服务提供者。领导团队每2至4周开会一次，直到所有问题都得到解决并反馈给部门。在随后的一年里，员工和教职员工在所有参与度得分领域的参与度得分在统计上均有所提高。我们得出结论，采用定性方法来理解得分较低的参与度领域，将能够更深入、更真实地了解导致参与度得分低的根本因素。这种方法使团队能够制定出针对性的行动计划，从而提高参与度得分，最终为患者提供更好的服务和护理。
