By: Matthew Lim
Team Members: Vikki Gattrell, Caol Rastrullo, Lynn Fraher, Dante Thomas, Dianne Stewart
Team Sponsor: Nitay Gill
The Navigation Team plays a critical role in providing patient-centered care. They help patients navigate the healthcare system, manage their care, and provide emotional support. However, based on the results of the Pulse Engagement Survey of the past three years, Navigation Team engagement is low. This is concerning as the level of patient engagement provided by the Navigation team reflects the staff’s level of satisfaction and engagement. It is logical that patients and their families will have a more positive experience with navigators that are fully engaged in their work.
To improve Navigation Team engagement, the organization deployed multiple interventions. One of the interventions was creating a department ladder. This ladder provides clear career progression and development opportunities for Navigation Team members. It also helps them understand how their role contributes to the overall success of the organization. Additionally, the organization created a social committee to promote team building and increase staff morale. Cross-training staff was also implemented to promote knowledge sharing and provide opportunities for skill development.
As a result of these interventions, the Navigation Team’s engagement improved significantly. The team was able to positively impact the patient experience by providing more personalized care and emotional support. Furthermore, the team’s increased engagement led to improved communication and collaboration with other healthcare professionals, resulting in better patient outcomes.
Key Learning Points
The interventions deployed by the organization helped improve Navigation Team engagement. However, it was also important to ask staff for their suggestions and feedback. The number of people who were engaged after asking for their suggestions was significant. This indicated that staff felt heard and valued. Additionally, by digging deeper into staff suggestions, the organization discovered that people meant different things than expected. For example, when staff said “team’s got my back,” they meant they felt supported and that their colleagues were always willing to help.
One of the challenges we encountered was engaging the team and encouraging them to contribute their ideas. To address this, we conducted a bi-weekly survey that provided a platform for the team to anonymously share their ideas, which helped increase engagement and participation.
In conclusion, increasing staff engagement is crucial for healthcare organizations to provide high-quality patient care. The Navigation Team’s improved engagement had a positive impact on the patient experience and outcomes. Deploying interventions, creating development opportunities, and asking for staff feedback are all effective ways to increase staff engagement. It is essential to continuously assess and improve staff engagement to provide the best possible care for patients.