Workforce Experience Workgroup

Meeting Time:         1st Wednesday of the Month at 10:00 AM to 11:00 AM, Building 9,                                          2nd Floor Orthpedic Trauma Institute Conference Room
Leadership:              Chairs – Kathryn Horner and Baljeet Sangha
 
The Workforce Experience Work Group will:

  • Recognize staff for contributing to a positive patient experience (recognition system),
  • Learn from staff experience data  to identify areas for systems improvements, Highlight the correlation between the staff and patient experience, and
  • Invest in staff to provide the tools needed to exceed the expectations of the patient and workforce experience.

Current Projects:

1.  Team Connect

  • Our aim is to develop effective, barrier-free methods of communication that supports our 7 Standards of Excellence.
  • Pilot and evaluate a new standardized phone “tree.” We will track whether or not it improves phone access.
  • Complete a 1-page “cheat sheet” that easily describes how to use our phones
  • In partnership with the Department of Education and Training, develop a training on phone customer service.

2.  Always Acknowledge Team: Stop, Drop and Thank!

  • Last year’s Staff Experience Survey highlighted that our staff feel that they are not always recognized for their work.
  • Our team will focus on broadcasting and spreading unit/departmental recognition programs.

3.  Staff and Management Support

  • Last year’s Staff Experience Survey highlighted that our staff feel that they are not always recognized for their work.
  • Our team’s purpose is to provide effective feedback in maintaining our 7 Standards of Excellence.
  • This team added a handful of questions to the Staff Experience Survey to understand what’s worked well/not so well in implementing our Service Excellence standards. Stay tuned this Fall for specific information to support your unit/department!