Employee satisfaction
A little over a year ago, the hospital performed an employee satisfaction survey because of the perceived morale problems. This survey, in my opinion, was very revealing but again marginalized when presented to the Board. As a board member, I questioned the consulting firm about some of the data and the way it was being presented. I felt the results were poor yet they were describing it with a very positive spin.
The results were presented to the staff and employees in a fairly positive light even though I felt it validated some of the known problems. Since most everyone agreed there were problems before the survey took place and hence the reason for the survey, spinning the data in the positive direction fails to properly acknowledge and thereby fix the problems. I personally reviewed the data from the survey and some of the key indicators that came out of the survey are as follows. I believe the data speaks for itself.
It is of note that according to the consultant, any value more than 5% above or below the database is considered statistically significant. I summarized the data and sent it to my fellow board members at the time and voiced my concerns. These are some of the key indicators the survey highlighted and in my opinion reflect some serious problems at FMHHS.
11% of total employees feel the hospital is not headed in a positive direction and of these, 69.7% feel it is because of the quality of leadership.
More than 43% of employees feel they cannot initiate an action to change things that need changed. 5% below database
More than 32% of employees feel that there is not effective leadership. 7.5% below database
More than 32 % are uncomfortable expressing their thoughts. 5.5% below database. Of these, 87% feel it doesn’t do any good; managers do not want to hear it, fear it will be used against them or fear there will be repercussions.
More than 44% feel they are not involved in decision making. 5% below database.
More than 32% feel that management is not fair to all associates. 7.7% below database
31% feel management does not make sure problems are solved in their department. 6.7% below
More than 43% stated that management does not ask for their input. 16.4% below
More than 43% stated that management does not use their input. 15.1% below
More than 36% feel that communication has not improved in the past 3 years in their departments
More than 40% feel that communication has not improved from Executive leadership
More than 48% feel that trust has not improved in the Leadership, 44% feel fairness has not improved, and 46% feel consistency has not improved.
Of the more than 10% who feels that the Floyd Memorial Way does not move the organization in a positive direction, more than 53% believe it is because the Leadership does not practice the Floyd Memorial Way.
What is more worrisome, in my opinion, is the fact that the breakdown in the Management Work Environment Index shows significant problem areas. This is very reflective of middle-management's view of Senior Leadership and is one of the reasons why the overall employee survey shows the problems in these areas. Examples as follows:
I feel appreciated for what I do. 5.7% below database
Senior Leadership tries to be sensitive to each director/ manager’s individual situation. 10.1% below database
At FMHHS we have a smooth efficient way of getting the job done. 11.5% below database
I am comfortable expressing my thoughts and opinions at FMHHS. 17.6% below database
The management council meetings are good for positive communications. 9.4% below database
New ideas are welcome in my division. 3.9% below database
I feel there is a strong sense of teamwork within the Management Council. 4.2% below database
Generally speaking, I am satisfied with my job in management at this organization. 4.5% below the database
My statements to the other Board members were as follows:
If our goal as a board for FMHHS is to be just barely average in employee satisfaction, physician satisfaction, work environment, and Leadership then I think we are successful.
If our goal is to move FMHHS forward in the 21st century to become the Regional Health Care facility and the preferred choice as stated in our mission, then I do not feel we are not on the correct path in any of the above areas and we will not financially survive in the long-run.
The response to the survey was to hire another consultant to help fix the problem. We had the opportunity to hire the consultant that worked with us on the strategic planning and who already had a good understanding of the issues, but if you will remember, she was discredited when some of the problems pointed at the CEO.
If you recall she spent 3 overnight retreat days in Henryville with many staff, physicians, 2 board members and several in administration and had a very close working relationship. She also spent several other days working on the project and she probably had the most knowledge of any consultant. She was not hired and a separate consultant with no knowledge of this was contracted.
I believe the survey supports the leadership style as one that is less than healthy. Many decisions are made out of fear. I believe the responsibility for this environment begins and continues because of the administration's style of management. In my opinion, the work environment will not change until there is leadership change.
Not having a physician on the Board because of Chuck Freiberger and John Resiert’s decision on reappointment prevents employees from having an advocate that they see and talk with every day. Concerns, morale and problems will not be identified or addressed because there is no one readily available who isn't afraid to confront the issues. There were many physicians willing to serve on the Board. Commissioners Freiberger and Reisert as well as the administration made no efforts to seek out other qualified individuals and should be held accountable for such a poor decision.
The Board was informed in December that a followup survey completed this year showed some tentative improvement in a few areas. But no statistical data has been compiled or given to the Board and how it still compared to the database standards was not offered. How the data will be spun is also a question based on my prior experience.
The results were presented to the staff and employees in a fairly positive light even though I felt it validated some of the known problems. Since most everyone agreed there were problems before the survey took place and hence the reason for the survey, spinning the data in the positive direction fails to properly acknowledge and thereby fix the problems. I personally reviewed the data from the survey and some of the key indicators that came out of the survey are as follows. I believe the data speaks for itself.
It is of note that according to the consultant, any value more than 5% above or below the database is considered statistically significant. I summarized the data and sent it to my fellow board members at the time and voiced my concerns. These are some of the key indicators the survey highlighted and in my opinion reflect some serious problems at FMHHS.
11% of total employees feel the hospital is not headed in a positive direction and of these, 69.7% feel it is because of the quality of leadership.
More than 43% of employees feel they cannot initiate an action to change things that need changed. 5% below database
More than 32% of employees feel that there is not effective leadership. 7.5% below database
More than 32 % are uncomfortable expressing their thoughts. 5.5% below database. Of these, 87% feel it doesn’t do any good; managers do not want to hear it, fear it will be used against them or fear there will be repercussions.
More than 44% feel they are not involved in decision making. 5% below database.
More than 32% feel that management is not fair to all associates. 7.7% below database
31% feel management does not make sure problems are solved in their department. 6.7% below
More than 43% stated that management does not ask for their input. 16.4% below
More than 43% stated that management does not use their input. 15.1% below
More than 36% feel that communication has not improved in the past 3 years in their departments
More than 40% feel that communication has not improved from Executive leadership
More than 48% feel that trust has not improved in the Leadership, 44% feel fairness has not improved, and 46% feel consistency has not improved.
Of the more than 10% who feels that the Floyd Memorial Way does not move the organization in a positive direction, more than 53% believe it is because the Leadership does not practice the Floyd Memorial Way.
What is more worrisome, in my opinion, is the fact that the breakdown in the Management Work Environment Index shows significant problem areas. This is very reflective of middle-management's view of Senior Leadership and is one of the reasons why the overall employee survey shows the problems in these areas. Examples as follows:
I feel appreciated for what I do. 5.7% below database
Senior Leadership tries to be sensitive to each director/ manager’s individual situation. 10.1% below database
At FMHHS we have a smooth efficient way of getting the job done. 11.5% below database
I am comfortable expressing my thoughts and opinions at FMHHS. 17.6% below database
The management council meetings are good for positive communications. 9.4% below database
New ideas are welcome in my division. 3.9% below database
I feel there is a strong sense of teamwork within the Management Council. 4.2% below database
Generally speaking, I am satisfied with my job in management at this organization. 4.5% below the database
My statements to the other Board members were as follows:
If our goal as a board for FMHHS is to be just barely average in employee satisfaction, physician satisfaction, work environment, and Leadership then I think we are successful.
If our goal is to move FMHHS forward in the 21st century to become the Regional Health Care facility and the preferred choice as stated in our mission, then I do not feel we are not on the correct path in any of the above areas and we will not financially survive in the long-run.
The response to the survey was to hire another consultant to help fix the problem. We had the opportunity to hire the consultant that worked with us on the strategic planning and who already had a good understanding of the issues, but if you will remember, she was discredited when some of the problems pointed at the CEO.
If you recall she spent 3 overnight retreat days in Henryville with many staff, physicians, 2 board members and several in administration and had a very close working relationship. She also spent several other days working on the project and she probably had the most knowledge of any consultant. She was not hired and a separate consultant with no knowledge of this was contracted.
I believe the survey supports the leadership style as one that is less than healthy. Many decisions are made out of fear. I believe the responsibility for this environment begins and continues because of the administration's style of management. In my opinion, the work environment will not change until there is leadership change.
Not having a physician on the Board because of Chuck Freiberger and John Resiert’s decision on reappointment prevents employees from having an advocate that they see and talk with every day. Concerns, morale and problems will not be identified or addressed because there is no one readily available who isn't afraid to confront the issues. There were many physicians willing to serve on the Board. Commissioners Freiberger and Reisert as well as the administration made no efforts to seek out other qualified individuals and should be held accountable for such a poor decision.
The Board was informed in December that a followup survey completed this year showed some tentative improvement in a few areas. But no statistical data has been compiled or given to the Board and how it still compared to the database standards was not offered. How the data will be spun is also a question based on my prior experience.
posted by Anonymous at 6:01 AM
27 Comments:
You aren't going to be satisfied until you completely blacken the reputation of the hospital and convince everyone that it is miserably led and on the verge of collapse. I am not aware of this survey but I have been involved in a number of similar employee surveys over the years and I know that simply pulling a few comments out of a report can distort the overall results. While you are presenting the "half empty" version, what were the strenths that came out of the survey? A hospital that provides (by your own description) excellent care must be doing some things right.
Anonymous,
Evidently, your view of the hospital and my view of the hospital are different.
The hospital is the employees. Without them, it would not be where it is. They are the soul and strength that makes it the wonderful facility for patient care. Their satisfaction is important and specifically why the survey was done.
The strengths from the survey show they are very satisfied with what they do for patients and each other.
They are proud of the care they provide to patients, families and the community.
The survey numbers speak for themselves. I didn't make them up.
Just ignoring them and focusing only on the positive is not the job of a board member.
Board Bylaws state in Section 5 Roles and Responsibilities:
Paragraph 2
To define and ensure the implementation of the mission and goals
Paragraph 6
To realize an informed Board member is an effective Board member and it is incumbent upon each member to attend meetings, seminars, committee meetings, and avail himself/herself of participative, active membership
Paragraph 11
To recognize that the single greatest asset of the hospital is the employed staff and be committed to providing appropriate recognitions and incentives to reward performance and productivity
By ignoring these obvious problem areas would be doing a disservice to the employees and the hospital. I did not create the environment that led to these satisfaction numbers, but have actively tried to address the underlying reason for them.
The status-quo complacent mentality will not fix the problem!!
I am glad you are reading and at least hearing another viewpoint, even if we will not agree.
I find some of these survey results troubling. While it is true that there is discontent in any organization, the statistical variance on some of these questions is significant. Of course you have to assume the consultant was correct on the 5% figure but sometimes you just have to assume.
Thanks for sharing this information. I would be interested in at least a couple of positives from the survey.
How about this one from the orginal blog: "11% of total employees feel the hospital is not headed in a positive direction" Talk about "half-full"?? Most companies would kill to have 89% of their employees happy with the direction of the organization. The problem with selectively culling a few questions out of context is that you can't judge a specific response without knowing how employees felt overall. For example, one response to a question about your relationship with your spouse might be: "Has a big ugly wart." Well, is that important or not? Hard to say without knowing more about other responses. I am afraid that for someone trained in the "scientific method," Dr. Dan plays pretty free and loose with selective use of facts and extremely subjective personal opinions about the motives of everyone he has trashed in these blogs.
I think for most readers, these comments represent more than just an isolated statement taken out of context.
But the views of anonymous correlate very well with views from certain people in the leadership if not coming directly from them.
I think some believe that employee satisfaction, morale etc. is like
"a big ugly wart" and really of no significance, but I disagree.
This is the reason we need change.
Once again, you make assumptions with no proof...and you are wrong. I am not connected to the hospital, but I do think it is one of the "jewels" in our community. I have no quarrel with lobbying for improvements since progress depends on continuous improvement. What bothers me is your attacks on the motives and compentence of the people with whom you disagree. Whatever shortcomings county commissioners, hospital board members and hospital management might have, I believe they all are sincere in trying to do the right thing. It is one thing to disagree on policy and strategy, but what kind of person launches such personal attacks? Just look at some of the stuff you have written:
REGARDING COUNTY COMMISSIONERS:
“Integrity is important and two of three of our County Commissioners have shown their lack thereof.”
“Chuck Freiberger had his ego threatened when held accountable for his actions, and not re-appointing Dr. Eichenberger is the retaliation.”
“Two county commissioners placed politics and egos over their duty to the Hospital and the community.”
“Commissioners like Freiberger who have their “egos get in the way of their better judgment” are doing a disservice to our community!!”
“Mr. Freiberger’s and Mr. Reisert’s decision to place politics over reason will lead to continued problems of poor accountability.”
REGARDING FELLOW BOARD MEMBERS:
“I disagreed with some of them often, but I consider them all friends and respect their opinions.”
AND THIS IS HOW YOU DESCRIBE "FRIENDS" YOU "RESPECT":
“If they (THE COUNTY COMMISIONERS) really cared about the hospital, the employees, and the community, would appoint individuals willing to do what is right; not political cronies, personal friends or pressured appointments from the CEO.”
“Over the 4 years I served on the Board, there was really very little accomplished,in my opinion, as far as changes in the organization structure and attitudes. It was mainly because of a lackadaisical attitude amongst members and the same good-ol-boy attitude.”
Can you please explain why you find it necessary to launch such personal attacks instead of simply promoting the issues that are important to you? I have heard that you are a very good doctor, but in my opinion you have a lot to learn about working on a team and being an EFFECTIVE advocate for your positions.
For 13 plus years, I and many other physicians have "promoted issues important to us" and they have fallen on deaf ears. That is one of the reasons many physicians have taken more of their work out of the hospital.
Most physicians have just given up and quit trying to work and fix the problems. They state they are going to just "serve their time while at Floyd". Many state that if another option is available they will certainly try it because they are "tired of being treated like this"
I am willing to challenge the status quo and take the hits from people who are unwilling or unable to comprehend the issues.
If and when another hospital comes to the area, you will see both physicians and their patients leaving.
That will be a financial disaster and something I am trying to prevent.
DEFINITION
PARANOID PERSONALITY DISORDER IS A PSYCHIATRIC CONDITION CHARACATERIZED BY EXTREME DISTRUST AND SUSPICION OF OTHERS.
ALTERNATE NAMES : PARANOID SCHIZOPHRENIA
DEFINITION
A TYPE OF SCHIZOPHRENIA ASSOCIATED WITH FEELINGS OF BEING PERSECUTED OR PLOTTED AGAINST. AFFECTED INDIVIDUALS MAY HAVE GRANDIOSE DELUSIONS ASSOCIATED WITH PROTECTING THEMSELVES FROM THE PERCEIVED PLOT.
So the answer is that anytime you lose an argument or fail to "sell" your ideas, it is OK to accuse your opponents of dishonesty and incompetence? Sounds more like fifth grade playground trash talking than an exercise in civil discourse.
These responses here from Anonymous are just like what we heard at Board meetings. Always trying to kill the messenger and not dealing with the problems.
The facts are in the data. Calling me names isn't going to change the facts.
Time is on my side. This is the 3rd administration I have worked with and I will be for at least one more. Hopefully sooner rather than later.
As another physician reading the blog, I agree with everything said by Dan.
Many physicians are just plain frustrated. If another hospital comes to Floyd County, we will be using it.
He has been the physicians and employees strongest supporter and we hope he continues.
He is a brave soul for putting himself out in the open for these horrendous remarks from people who obviously don't know or don't care.
I also am tired of seeing Dr. Dan vilified. I am an employee and because of the vindictiveness of Mr. Hanson cannot give my name.
Dr. Dan is one of the best physicians on the Staff. He actually listens when we have problems and he gets results to fix them in a timely manner.
It truly is a shame how they have treated him and other physicians when they want to things improve.
Anon 4:22,
You are not actually HB are you?
Just kidding HB. I've moved on. Come on, smile just a little.
Just finished my last patient and appreciate the kind words.
iamhoosier: Yes, I did smile!!
I am not shy of conflict and expected negative comments such as these. I could have chosen to not allow anonymity on this blog but thought people should hear all sides.
I have not advertised the blog personally and word is spreading on its own. Seems there is increasing interest and I think that is a good thing.
Maybe changes can occur!
Glad you smiled. It sure makes a better end to the day. Especially for those who are home when we get there!
iamhoosier,
Your comment really struck home. One of the many things I struggle with is being able to turn off my work mode when I get home.
As a physician I am responsible for giving answers,advice, and making tough decisions from early in the morning. It is difficult at times to come home and just be a listener. My wife and kids don't always want me fixing the problems.
Sometimes they just want a smile and an ear.
Thanks for reminding me.
We just found out about Dr. Dan's blog and wanted to lend support. He has always stuck up for us and we want to show our support.
We decided to number off since we can't use our names. Hopefully more will follow.
Dr. Eichenberger is always professional even when he holds some of us accountable. He has tried really hard in committees to do what is right.
He stands up for us and wants what is best for his patients and the hospital even when it is against the administration.
He got the shaft, just like some previous employees
I too would like to lend my support to Dr. Dan. While I do not necessarily approve of this forum to get the message out, our Administration would rather try to sweep things under the rug than face reality. Too many times I have witnessed Dr. Dan make recommendations to improve services and patients care, only to have two gentlemen in Administration treat it as an attack on their ability to lead. It is almost as if they have a score to settle with Dr. Dan over something that happened in the past. For as long as I can remember, these two have rarely had anything nice or constructive to say about Dr. Dan. I do not profess to say that Dr. Dan is correct all the time, we all make mistakes, but to have a blatant disregard for anything Dr. Dan does or says is just not in keeping with the Floyd Memorial Way that we are all instructed to follow. If we cannot follow the example of our leaders, how does Administration expect the organization to improve and prosper. And for those of you that are not familiar with county politics when it comes to the Hospital Board of Trustees, Bryant wins again in stacking the deck with another “yes” man on the Board. There are a couple of individuals on the Board that have the Hospital’s best interest at heart. I only wish the rest of them did, then, maybe, they would see through the smoke and mirrors that is so cleverly put up in front of them. Keep it up Dr. Dan, there are more behind you than you can imagine.
Yes, Dr. Dan is quite an inspirational leader. Who wouldn't want to follow someone who assassinates the character of the people he “likes” and “respects” by describing them as: “political cronies,” “pressured appointments,” “lackadaisical” and possessing a “good-ol-boy attitude.” Yes, I really want to hear from such a warm, caring human being that his opponents lack integrity.
I think that for most everyone who knows me, the general consensus is that people know where I stand on issues. There is no equivocation.
I do not try to hide from controversy and if I disagree with you, it is known very early and very openly.
This is unlike others such as my anonymous critic here. I believe friends can disagree, even passionately, and still be friends.
Evidently, anonymous thinks friends only agree and disagreement severs the friendship. That is sad!
But to clarify, I do not claim to be friends with everyone in administration or the County Commissioners, and admit being critical of them. But these are public officials or appointments of public officials and their decisions are open to criticism.
There are many in Administration I have great respect for and feel they are extremely competent. They unfortunately are unable to sometimes do what they know to be right. I'd be happy to list them if so desired.
Off to see patients.
Well, we see the anonymous critic is awake again this morning. My co-workers and I believe the critic is our very own CFO or one of his underlings.
Everyone knows he dislikes Dr. Dan and most physicians for that matter.
He and our CEO are always trying to slam Dr. Dan because he stands up to them.
Keep the pressures on and maybe we can finally get a new CEO and CFO.
Then the Floyd Memorial Way will be a reality.
Dr. Dan is right. He can disagree in meetings with me and we still leave as friends
Whoa there! Your comments weren't about anyone in administration or a county commissioner. You were describing your fellow board members. Now since you love to talk so much about accountability, be accountable: how do these comments advance any constructive dialogue? Do you know a single person who would respond favorably to being described as: “political cronies,” “pressured appointments,” “lackadaisical” and possessing a “good-ol-boy attitude.”
To the anonymous critic:
In my affiliation with Floyd since 1978, many of these remarks are not directed at current Board Members. There have been dozens in the past 25+ years. There are ample stories and facts to support these comments.
Just ask around!!
“Lackadaisical” and possessing a “good-ol-boy attitude.” referred specifically to the board members who sat during your term on the board. You were lamenting your inability to make the changes you had hoped to make.
Look, let me make my postion clear. Nobody is perfect and no decisions, policies or strategies are perfect. Outcomes result from the pulls and tugs of competing (and sometimes conflicting) interests. The problem I have with you is that you jump to the conclusion that the people who make decsions you don't like are incompetent, dishonest, lack integrity and do not support the best interests of the hospital. I am not part of the hospital, the board or county government. Reviewing your posts, however, seems to make it clear why you were not effective in getting more of what you wanted and why you were not reappointed. No one responds positively to personal attacks on his/her character. That kind of behavior can be viewed as negative, biased and disruptive to the work of a collegial body such as a board.
Your point is taken and understood.
But what you cannot comprehend, and I don't expect you to, is the amount of time, effort, meetings, discussions, "pulls and tugs" etc that have been attempted over the past 13 years by myself and other physicians to make changes in the way you describe.
Those haven't worked and the frustration level of many has caused a different approach to be taken. We do not expect you to agree.
Other physicians have just quit trying at all. That's also not a good approach.
I do appreciate your sincerity in your comments. I'd encourage you to ask questions from others inside and get a clearer picture.
Give up Dr. Dan. These people don’t want to call a spade a spade. Board member (Mrs. Garner) is the mother of the mayor. Hasn’t been involved in real nursing or healthcare issues in years. Is this not political?
The newest member is the husband of Mr. Hanson’s first secretary. Does health insurance for a living but I bet our insurance doesn’t improve.
How much money does the hospital have in the bank that the Board Member works at. Is that not a conflict of interest? I bet he thinks about his votes knowing those millions are sitting in his bank.
The stories are endless when you talk about previous Board Members.
There is truth to what Dr. Dan says even if you don’t want to see it.
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