Retention Through Recognition
Using the Work Climate Survey to improve Retention at Eastern Health System
Eastern Health System - Birmingham, AL



Situation
Eastern Health System in Birmingham, Alabama is a three-hospital system with 2400 employees in a very competitive healthcare employment market.  With the shortage of healthcare providers, the VP of Human Resources developed a retention plan to reduce employee turnover (20%) and total retention costs (estimated over $6 million annually).  The system had not surveyed its employees in several years and a survey was needed to both determine activities to improve retention and measure progress.

Action
Eastern Health System partnered with The Jackson Group to conduct a Work Climate Survey in Autumn 2003 to measure staff satisfaction at all three facilities using the touchpad computer and a web survey.  As with all Jackson Group efforts, the survey was customized using a system of statements, variables, and indices to both meet the specific needs of Eastern Health System and provide database comparison.  Although the participation level was low during the first survey, leadership used the data and recommendations from the report and feedback sessions to immediately begin efforts to address critical issues identified in the survey.

Taking those issues, Eastern Health System began a program called “Positive Redirection”.  Positive Redirection is an effort that includes leadership development activities to improve communication and employee involvement, as well as implementation of employee recognition activities called the Diamond Program.  Also, based on survey feedback and focus groups, several policies were eliminated or revised that did not support positive behavior.  Recognition initiatives focused on rewarding the large majority of employees who were engaged at work.  Activities to recognize and reward performance include:

•    Meal, coffee break, or gift shop coupons
•    Book of choice
•    Thank you cards for performance
•    Gift certificates to restaurants, stores, entertainment
•    On-line gift selection

Results
Sixteen months after the initial survey, The Jackson Group conducted the same survey in Spring 2005 using the same methodology.  Results were impressive. 

•    22% increase in employee participation
•    Variable, index, and statement scores all showed positive trends above previous scores and above TJG database mean scores.

More importantly, how did the survey, supporting a Recognition and Retention program, impact Eastern Health System?

•    Retention improved by 4%
•    Savings of nearly $2 million dollars annually in retention costs
•    Reduced number of HR interventions and involuntary terminations.

The Future
Since the 2005 survey, Eastern Health System has merged with St. Vincent’s Hospital in Birmingham.  To establish a baseline to determine the needs of employees from St. Vincent’s Hospital, and for continuing the Retention program,  The Jackson Group is conducting the same survey during September-October 2006 for all hospitals in the new St. Vincent’s Health System.

The Work Climate Survey is not an end unto itself.  However, used as part of an overall Retention Plan to identify improvement activities and track progress, it is valuable in making any organization a preferred employer, help save personnel costs, and make HR a strategic partner in developing the future of the organization.