Transcript DUFFY HEALTH CENTER

DUFFY HEALTH CENTER
2012 EMPLOYEE SATISFACTION
SURVEY RESULTS
The Survey
• 61 surveys were sent out to full, part-time and
per diem staff.
• 50 surveys were completed and returned to
Catherine Reynolds at her business PO Box.
• Response rate= 80 per cent (Very High!)
• Survey data was manually input into Survey
Monkey without names, Department or other
identifying information to ensure anonymity and
confidentiality.
• The rating scale was numbered 1 through 5; 1 as
poor and 5 as great.
1. People working at the health center care about my
opinion and listen to what I have to say.
• 51.1% (25) responded Good to Great vs. 72% 2011
• 47% (23) responded OK to Fair vs. 20% 2011
• 2% (1) responded Poor vs. 8% 2011
• Average Rating on Scale of 1-5 with 5 being Great
was 3.51
Question 1
Question 1 Comments
• Yes, but whether that translates into action is
variable.
• Management holds a heavy hand lately.
• I have good ideas and sometimes they don't have
time to listen.
• My direct supervisor listens, sometimes not sure
about CEO.
2. There is a good deal of teamwork and cooperation at
Duffy.
• 54% (27) responded Good to Great vs. 67% 2011
• 46% (23) responded OK to Fair vs. 28% 2011
• 0% (0) responded Poor vs. 8% 2011
• Average Rating on Scale of 1-5 with 5 being Great
was 3.62
Question 2
Question 2 Comments
• I feel that in Medical we try to accommodate the other disciplines but it is
not reciprocated. There is teamwork between the providers and the
support staff. This has been especially demonstrated when we are short
staffed which has occurred more often in the recent past. But in Medical, I
think that greater collaboration around patient care with the other
disciplines would be helpful, especially with regards to General Case
Management. I wish there was a way to be able to refer any Duffy patient
for Case Management and not just the ones who qualify for the programs.
• The staff is Duffy's greatest asset.
• Individual Productivity Goals hinder teamwork
• A lot of negative energy within the agency lately.
• We all help each other as best as we can.
3. My present salary is satisfactory.
• 32% (16) responded Good to Great vs. 22% 2011
• 68% (34) responded OK to Fair vs. 69% 2011
• 10% (5) responded Poor vs. 30% 2011
• Average Rating on Scale of 1-5 with 5 being Great
was 3.00
Question 3
Question 3 Comments
•
Duffy went through a huge change when it moved into 94 Main Street and Heidi replaced Claire. Previously, Duffy
was a highly mission-driven, inefficient dysfunctional family with a strong familial bond. After The Change productivity & efficiency dominated conversation: the tightening, pushing and straining to increase productivity
and efficiency without addressing The Change empathetically or the underlying dysfunction in a bottom-up style are all contributing to a lack of morale, sense of "nothing changing" (especially in terms of personal/professional
respect), and a sense that if we don't get the help we ask for, the respect we deserve, or the warm-fuzzies from
doing Good Work - monetary remuneration should compensate. But it hasn't. Case Managers need second jobs to
survive. This is not OK. A family should treat its own as well as it can. Duffy is great because its employees have
been like family. As the "Old Guard" continues to leave; we risk losing our soul. If we don't feel like we have the
time etc. to do Good Work, accepting a lower rate of pay becomes harder to justify...hope this makes sense.
•
According to industries annual survey, for my education and experience I am $5/hr. below the average in the
Northeast.
•
Except/Not compensated for hours spent on paperwork via remote access.
•
Besides cost of living raise, I have only received $1 in ten years.
•
On the low end
•
I feel that my pay should reflect my work. If I miss days nobody does my job.
4. The benefit package at the health center meets my
needs.
• 55.1% (27) responded Good to Great vs. 61% 2011
• 42.9% (21) responded OK to Fair vs. 33% 2011
• 2% (1) responded Poor vs. 0% 2011
• Average Rating on Scale of 1-5 with 5 being Great
was 3.51
Question 4
Question 4 Comments
•
I do not seek medical care due to co-pay/deductible costs.
•
This is one of the best benefits packages I have seen locally.
•
As a 20 hr./week employee not all benefits are available.
•
Insurance Premiums are high - MSA Plan is not user friendly.
•
I do not use benefit package at Duffy. I use my husband's one.
•
12 weeks maternity leave.
•
Contributions to retirement will hopefully increase.
•
I am getting more bills than the insurance is paying.
5. In my experience at the health center, the
opportunities for training meet my needs.
• 41.7% (20) responded Good to Great vs. 50% 2011
• 41.7% (20) responded OK to Fair vs. 36% 2011
• 16.7% (8) responded Poor vs. 25% 2011
• Average Rating on Scale of 1-5 with 5 being Great
was 3.00
Question 5
Question 5 Comments
• There needs to be more Continuing Medical Education but it takes time to
organize which can be difficult.
• I can't personally afford conferences and workshops specific to my needs
to enhance my working ability. Doesn't seem to be funds available for
Duffy to pay for them.
• N/A (Unaware of training opportunities) Learning Sage has been a
challenge! I did receive excellent tutoring from Phoebe Lambert and
Meghan Zahn had been incredible at troubleshooting with computer
queries!
• No. Very Poor. There is no people or time for that.
• Sometimes you have to figure things out on your own time and make it
work.
6. In my experience at the health center, there are
opportunities for career advancement.
• 24.4% (11) responded Good to Great vs. 39% 2011
• 62.3% (28) responded OK, Fair vs. 50% 2011
• 13.3% (6) responded Poor vs. 11% 2011
• Average Rating on Scale of 1-5 with 5 being Great
was 2.76
Question 6
Question 6 Comments
• My supervisor always looks out for courses that would interest me or
would improve my skills in some way.
• Plenty of Committees to be on.
• N/A
• N/A ( I have a 30 hr. position)
• No. I Wish. If has any, nobody told me.
• None, no upward movement options at all.
• Unknown
7. I have the freedom to make important decisions
concerning my work.
• 58% (29) responded Good to Great vs. 64% 2011
• 38% (19) responded OK to Fair vs. 36% 2011
• 4% (2) responded Poor vs. 0% 2011
• Average Rating on Scale of 1-5 with 5 being Great
was 3.44
Question 7
Question 7 Comments
• Yes for clinical decisions.
• Too many - there are important protocols that have not
been written. Providers seem increasingly not on the
same page. I feel less safe.
• Clinically, Yes /Administratively, No
• No.
• We had more freedom before.
8. The health center provides adequate levels of orientation
and training which enables me to perform my work.
• 44% (22) responded Good to Great vs. 56% 2011
• 42% (21) responded OK to Fair vs. 39% 2011
• 14% (7) responded Poor vs. 6% 2011
• Average Rating on Scale of 1-5 with 5 being Great
was 3.12
Question 8
Question 8 Comments
•
I think some training/education around requirements e.g. state/federal would help guide certain
decisions and help us to keep some deadlines e.g. the requirement for a peer review - the feds
apparently ask about this when filling out a grant application but there was no peer review being
done.
•
Need more time for technology training - Sage streamlining!!
•
She is quite often in meetings, making it difficult to speak with her in a timely manner.
•
No. We really need more help on this.
•
Maybe a tour "refresher" after the 1st month of work
•
When the solarin hospital site started nobody knew what they were doing and made everybody's
job harder.
•
I would have liked to get phone info, business cards, ID earlier
9. I receive direction and support from my supervisor
• 62% (31) responded Good to Great vs. 75% 2011
• 36% (18) responded OK to Fair vs. 22% 2011
• 2% (1) responded Poor vs. 3% 2011
• Average Rating on Scale of 1-5 with 5 being Great
was 3.72
Question 9
Question 9 Comments
• There needs to be more transparency around new programs and
where they fit in the priority of Duffy. I think there needs to be
more support around employees who are not pulling their weight
and need to be let go from Duffy. I think it goes against the culture
of Duffy to fire folks but support is needed if people need to be told
to leave -because they are not profiting the organization in any way.
• No. Less and less as she is expected to take on other (tech, medical
home, meaningful use) things
• Within the limits of her Authority
• When she is available. Yes. She cares about us when we need.
10. I am satisfied with the communication I receive and know
what is going on at the health center.
• 50% (25) responded Good to Great vs. 47% 2011
• 44% (22) responded OK to Fair vs. 48% 2011
• 6% (3) responded Poor vs. 6% 2011
• Average Rating on Scale of 1-5 with 5 being
Great was 3.22
Question 10
Question 10 Comments
•
If new projects are being contemplated, they are just rolled out without adequate discussion of all
the parties involved. There has been talk of going to family shelters with the Mobile Health Clinic
NP which would include protocols/policies around seeing teenagers. These are not in place but
grants re applied for and? filled out that we're progressing with this but there's not much work
being done on it. An example is Meaningful Use where providers were given a date for a reporting
period and just had to get the training and now PCMH which is a new program that providers have
to take the lead on. I think projects in Medical are taken on with too much frequency and not
enough time for providers to really learn the EMR and get familiar with the change before another
one is started. There are a lot of changes for the providers - and they move too quickly and the
things the providers need to facilitate the change (such as more support staff, newer computers) lag
behind. There was a change in the number of hours worked, then Meaningful Use, then change in
the time for a visit, and before that has really sunk in (i.e. 30 min visits) there is talk of 20min visits.
Our patients come in for 1 problem and usually have 3 urgent problems that we cannot hope they
come back to address -we end up addressing all. So, communicating the reason for the change,
really listening to what the providers say about the change, and the effort to give the providers
some of what they're asking for (quid pro quo) before demanding that changes occur. Providers
have already demonstrated that they are not motivated by a bonus. So communication is key to
finding out what motivates our providers. Communication is key to knowing if a provider is
frustrated and planning to leave.
Question 10 Comments
• No. There is very little transparency between departments - unless you are
a director?
• Some improvement, but still feel "in the dark" at times.
• It's "Need to know only“
• Things change so often in medical department
• NO
• Please inform staff of client deaths and employee terminations to avoid
rumors
• Communication remains a problem here.
11. I am able to get the supplies and other resources I need to do
my job.
• 71.4% (35) responded Good to Great vs. 72% 2011
• 28.6% (14) responded OK to Fair vs. 28% 2011
• 0% (0) responded Poor vs. 0% 2011
• Average Rating on Scale of 1-5 with 5 being Great
was 3.94
Question 11
Question 11 Comments
•
have to go get my coffee and wait for my computer to turn on before I can start
working. I have to wait a lag time before I can finish a patient chart. I thought that
computers were part of the capital money or that there was a plan to replace
computers every three years and I don't think that this has been happening - at
least not in Medicine. There needs to be updating so that each Medical
Assistants/RNs computer can’t do EKGs and this is still not fixed.
•
But I think we could provide more medical services to patients than we do.
•
I.T. Breakdowns
•
•
Rocky start re supplies
Yes
•
Now, just to get a clock is very difficult. Too many people to go through.
12. I have a challenging and fulfilling job at the health center
• 65.3% (32) responded Good to Great vs. 72% 2011
• 34.7% (17) responded OK to Fair vs. 28% 2011
• 0% (0)responded Poor vs. 0% 2011
• Average Rating on Scale of 1-5 with 5 being Great
was 3.92
Question 12
Question 12 Comments
• Very Challenging
• Due to complexity of patients and camaraderie of staff
• Clinically - "Productivity" Conflicts
• Yes
• Yes Challenging
• Overall, I love my job.
Additional Comments & Suggestions
• See separate handout