Onboarding Process at Susquehanna Health

Transcription

1 Onboarding Process at Susquehanna Health Christine A. Ballard Vice President, Human Resources Susquehanna Health The Navigators Circle March 4-7, 2013

2 Page 2 In this volatile business of ours, we can ill afford to rest on our laurels, even to pause in retrospect. Times and conditions change so rapidly that we must keep our aim constantly focused on the future. Walt Disney

3 Unhappy CEO Page 3

4 Previous Agendas for Onboarding Page 4

5 Opportunities to Improve Onboarding Process Setting was in an auditorium 1950 s style room Breakfast and lunch served but presentation was basic and lunches were boxed sandwiches, chips and cookies Agenda filled with dry regulatory requirements Presentations on policies occurred on Day 1, consequently many new service partners came to orientation in violation of our appearance standards Pre-hire paperwork was completed on Day 1 and often new service partners did not bring necessary documents for completion. Sometimes actual clinical start times had to be delayed while waiting for criminal background clearances Page 5

6 Inspiration Arrives Off to Disney- Where dreams come true Navigators Circle 2012 Page 6

7 Quality Service Cues Make memorable first impression Communicate the heart and soul of the organization Speak a service language; wear a service wardrobe Establish and express a set of basic performance guidelines Build a performance culture Page 7

8 Back to Reality Team brainstorming Identified champions: Don Wilver, Jessica Segraves Initiated a Rapid Cycle Improvement Project Developed an AIM Statement: To increase new service partners perception of the overall quality of the Susquehanna Health Onboarding program by improving the educational experience for participants. Target Date: By June 30 th 2012 Metrics of success: New service partner satisfaction with onboarding experience to >95% Improve overall program efficiency by 25% Page 8

9 Objectives Implement a streamlined, efficient, electronic pre-boarding process that ensures readiness to begin employment from Day 1. Replace compliance and regulatory requirement lectures with web based computer based learning during a pre-boarding process that allows participants to self pace their learning. Reduce length of the Onboarding program to a one day event focused on Mission Vision and Values, Relationship Based Care, our faith based identity and setting expectations for providing an exceptional patient experience. Create a more upscale, healthy dining experience and a more positive modern learning environment Leave new service partners with a first impression of WOW! This is the best place to work! Page 9

10 Pre-boarding Redesign career page-still in process Application process set behavioral expectations Mission Vision Values acceptance Interview changes- group interactive interviews Streamline pre-boarding HR paperwork Shift regulatory review to pre-hire Page 10

11 New Agenda Page 11

12 Additional personal touches Personal welcome at entrances with leadership escorts to our new modern conference center New menu options with upscale presentation-salmon, pesto chicken Video kick-off, Getting to Know Susquehanna Health Additional streamlining in the first week Outlook class as needed only Crisis training modified for lower risk areas Page 12

13 Results Onboarding Evaluations Page 13

14 Results Overall Annualized Cost Savings Cost Savings Goal 25%; Annual Cost Savings 47% Page 14

15 Results New Service Partners Act 73 Non-Compliance Annual Average Compliance Increase Goal 50% Annual Increase in Compliance = 80% Page 15

16 Question: Why do you choose to work at Susquehanna Health? I saw happy people here. They smiled and took me where I needed to go. Timely follow-up from HR. People were respectful, friendly, organized. No one dropped the ball from the moment I applied. I feel like I ll be doing something that matters. Great experience from the moment I applied. Everyone is helpful and friendly. The positive difference between the HR hiring processes here and other hospitals I have worked at is astounding. People here look you in the eye and smile at you. In the process of getting hired, I soon realized that floor care means a lot more at Susquehanna Health than just mopping floors. Page 16

17 Other comments This time, orientation is more about people. Before, it seemed to be about processes. Liked that the Mission/Vision/Values/CARE had to be accepted before I could continue with the application Having folks greet at the door and mingle before the start is a great addition. That they are leaders says much about the organization. I worked here before, but many years ago. When I went through the educational sessions on the computer [CBL s], I felt that I already knew so much before I even came to orientation. Page 17

18 Happy CEO Page 18

19 Future plans New Physician Onboarding New Leader Onboarding Modified Onboarding process for our new affiliate-1 hour from main campus Career Page Changes-vignettes Page 19

20 Questions Page 20