Academic journal article Journal of Healthcare Management

PRACTITIONER APPLICATION: Transitioning to a New Facility: The Crucial Role of Employee Engagement

Academic journal article Journal of Healthcare Management

PRACTITIONER APPLICATION: Transitioning to a New Facility: The Crucial Role of Employee Engagement

Article excerpt

Mayo Clinic Health System (MCHS) clinics, hospitals, and healthcare facilities serve more than 70 communities in Iowa, Wisconsin, and Minnesota. So at any given time, MCHS likely has a facility renovation, a new construction project, or another major change under way. Like Slosberg, Nejati, Evans, and Nanda, I have found a correlation between employee satisfaction and patient satisfaction. Furthermore, I agree that improved employee readiness for change can affect employee satisfaction and retention.

I have led and participated in the construction of clinics and a hospital, the introduction of a significant workflow change, and the implementation of an electronic health record system. Each project has changed the way employees work together and care for patients. And always, the goal has been to meet the needs of the patients while engaging staff and physicians in the mission of MCHS.

For a recent clinic renovation project, the MCHS team facilitated the move from a traditional, primary-care-focused space to a new space that could accommodate care teams of physicians, nurse practitioners, physician assistants, nurses, social workers, and pharmacists and thus support the entire patient experience. Helping a care team work together to improve patient care capitalizes the knowledge of each team member and promotes population health efforts.

When improving a process, MCHS employs a data-driven quality strategy commonly used with Six Sigma. Referred to as DMAIC, the strategy connects five actions to effect change: define, measure, analyze, improve, and control (Borror, 2009). Identifying stakeholders, a project team, the voice of the customer, and then, of course, communicating the change are key parts of our strategy at MCHS. …

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