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Employee Engagement and Focused Initiatives Impact Satisfaction at McLaren Greater Lansing

Monday, October 30, 2017  
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McLaren prides itself on providing a compassionate and personalized experience for patients and families.  In response to feedback from the community, leaders and staff have placed an even greater focus on initiatives to increase employee engagement and patient satisfaction.  Since the implementation of these new practices, McLaren Greater Lansing has made significant improvements with overall satisfaction scores.  Most notably, recent data from July and August shows that patients perceive communication with nurses at McLaren Greater Lansing as being better than 88 percent of hospitals across the nation.

The increase in patient satisfaction at McLaren Greater Lansing has been so significant they were recently invited to Chicago to share their success at the national Studer conference, What’s Right in Health Care.  The Studer group works with healthcare organizations around the world to help them achieve and sustain improvements in patient experience, clinical outcomes, and financial results. 

More than ever, hospital leadership is focused on actions that promote employee engagement in order to create an environment where employees feel supported to live the Every Patient, Every Time culture.  Recent patients and visitors of McLaren Greater Lansing may have noticed some of the changes made to ensure that patients and families have an exceptional experience at the hospital. The following are just some of the most impactful improvements the hospital has made to increase engagement and create a better patient experience.

AIDET

AIDET is the communication standard at McLaren Greater Lansing.  This acronym stands for Acknowledge, Introduce, Duration, Explain, and Thank. Every conversation a hospital employee has with a patient should include these elements.

“Patients should expect all staff will be friendly and communicate expectations such as wait times or the plan for the day. It allows patients and families to be more at ease because they know what to expect,” said Shannon Kienitz, Patient Care Manager.  “AIDET provides our staff with a structured way to inform patients of who they are, what the patient can expect, and thank them for choosing us.” 

Structured Day

Each day nurse managers take time to connect with staff using a “huddle.”  Leaders use this opportunity to talk about wins, challenges, and goals within their areas in order to align their teams. During the morning shift change, they also coach staff on their patient handoffs.  The goal is to perform all handoffs from one caregiver to another at the bedside where the patient and family can participate.  The leaders use these opportunities to provide staff with feedback that will further improve communication.

Patient rounds are also an important part of the nurse manager’s day.  The managers of all nursing units round on every patient to learn what we are doing well and where we have room for improvement. They enjoy receiving positive feedback from patients they can share with staff as well as being able to follow up on any concerns immediately.

Employee Engagement

To drive change, employees must understand the ‘why’ behind what leadership is asking them to do.  For clinicians, they want to understand how their actions are improving the care they are providing.  It is the relationships between leadership and staff and the culture that is being built that has been the foundation for McLaren’s success.

“The importance of connecting with employees cannot be overstated,” said Karen Turkovich, Patient Care Manager. “Engaged employees are the key to having satisfied patients.”

Employee engagement is actively being addressed from multiple angles at McLaren.  As well, there are opportunities for patients and community members to have a voice and active part in the good things that are happening at McLaren Greater Lansing.  Those interested in making an impact are invited to call (517) 975-8958, email mglfeedback@mclaren.org, or visit mclaren.org/pfac.

About McLaren Greater Lansing

McLaren Greater Lansing and McLaren Orthopedic Hospital operate the region’s most distinguished cardiovascular and orthopedic surgery programs that—together with McLaren Greater Lansing’s oncology, women’s care and wide-ranging diagnostic, therapeutic and surgical services—consistently lead in clinical quality and efficiency. The hospitals are part of McLaren Health Care, mid-Michigan’s largest health care system. Visit mclaren.org/lansing.

About McLaren Health Care

McLaren Health Care, headquartered in Flint, Michigan, is a fully integrated health network committed to quality evidence-based patient care and cost efficiency. The McLaren system includes 12 hospitals, ambulatory surgery centers, imaging centers, the state’s only proton therapy center, an employed primary care physician network, commercial and Medicaid HMOs covering more than 250,000 lives, home health and hospice providers, retail medical equipment showrooms, pharmacy services, and a wholly owned medical malpractice insurance company. McLaren operates Michigan’s largest network of cancer centers and providers, anchored by the Barbara Ann Karmanos Cancer Institute, one of only 45 National Cancer Institute-designated comprehensive centers in the U.S. McLaren has 22,000 employees and more than 40,000 network providers. Its operations are housed in more than 350 facilities serving the entire Lower Peninsula of the state of Michigan along with a portion of the Upper Peninsula. Learn more at mclaren.org.


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