The results are in- Uvalde Memorial Hospital, you’re great to work for!

When you’ve got 400 plus employees working for an organization, it’s darn near impossible to keep a great majority of them happy and engaged…right? If you manage to do it once, people think it’s got to be a fluke. “That’ll never happen again!” they say, both jokingly and seriously.

The results are in- Uvalde Memorial Hospital, you’re great to work for!

99% Employee Satisfaction

When you’ve got 400 plus employees working for an organization, it’s darn near impossible to keep a great majority of them happy and engaged…right? If you manage to do it once, people think it’s got to be a fluke.  “That’ll never happen again!” they say, both jokingly and seriously.

In 2010, Uvalde Memorial Hospital’s Partnership score of 84.2 landed it in the top 99th percentile of the nationwide Press Ganey database.  Press Ganey is a company that surveys hospitals nationwide on various topics, including employee satisfaction and engagement.  The Partnership score is a combination of employees’ overall satisfaction and overall engagement and is a snapshot of the bigger picture, and claiming a spot in the 99th percentile is impressive.  The executive management team and employees alike wondered how and if they could top the scores the next year.

And top the scores they did-for the second year in a row, UMH’s overall Partnership Score is again ranked in the top 99th percentile of the entire Press Ganey database.

Overall, based on a scale from 0 to 100, the Partnership score was 84.5, up .3 points from last year’s score of 84.2.

“Press Ganey measures employee satisfaction and engagement at over 700 hospitals.  Generally speaking, hospitals that choose to participate in their database are hospitals that are more likely to be higher performing than the 4,000 hospitals nationwide.  To be ranked in the [99th percentile] is very gratifying.  It is also a validation of the work we have put into becoming a hospital that values teamwork as critical to patient safety and patient satisfaction,” UMH Administrator Jim Buckner said.

Human Resources Director Charla Carter stated that for the past four years, UMH’s goal has been for all employees to become even more patient-centered and in turn, become better patient advocates.   Consider that goal achieved: this year, employees ranked feeling empowered to act so as to promote patient care/customer service as UMH’s #1 organizational strength.

Other organizational strengths included:

  • “I am proud to tell people that I work for this organization.”
  • “Employees in my work group report a strong sense of connection to their work.”
  • “My work provides me with an opportunity to be creative and innovative.”
  • “I am given appropriate training and orientation to do my job well.”
  • “My work gives me a feeling of accomplishment.”
  • “Employees in my work group do everything they can to make the organization successful.”
    • “My work is meaningful.”
    • “Our employees do everything they can to provide high-quality service.”
    • “My direct manager recognizes my good work.”

For UMH, the Partnership Survey serves as a way to check the pulse of the organization and ensure its employees are happy, finding meaning in their work, and are overall satisfied.  The survey is indicative of which areas the organization performs well in and which areas could use improvement, and its findings are taken to heart.

The Partnership Principles Satisfaction Scores measure employee satisfaction and are based on 4 key factors: systems and leadership, resources, teamwork, and direct management.  The Partnership Principles Engagement Scores measure employee engagement and are based on 3 cornerstones of employee opinions: “our organization, our work, and my work.”

The Partnership Principles Satisfaction Scores (PPSS) indicated that UMH employees have a great deal of confidence in the executive management team composed of Buckner, Chief Financial Officer Valerie Lopez, Chief Nursing Officer Jeannie Leake, Chief Quality Officer Cynthia Hite, and Physician Services Administrator Linda Walker.  Employees feel leaders do a good job of communication major developments, and they sure try to.  Each quarter, Buckner hosts an employee forum and informs employees of issues and news that are relevant to healthcare in general, the hospital, and the employees themselves.  Additionally, every month, a member of the executive team writes an article for the employee newsletter, and oftentimes those articles pertain to key developments and changes that fall under his or her respective scope of responsibility.

The PPSS also reflects that employees find their direct managers accessible and helpful, and they are comfortable interacting with them.  They also observed that their managers recognized their good work, as well as ideas and suggestions for improvement.

The Partnership Principles Engagement Scores (PPES) reflect that employees feel that their work is meaningful and that their work gives them a good use of their skills and abilities.  In turn, they also feel that their work gives them a great sense of accomplishment.

One key element that found its way into both sections is trust.  In the two sections, employees noted they placed trust in the organization.  Employees stated they would recommend the healthcare services provided at UMH to their family and friends.  Trust is a key element when selecting a healthcare facility, as you are essentially placing your life in a facility’s employees’ hands.   Employees also trust that if they perform well, UMH will continue to have a place for them.  They also plan to be working for the hospital one year from when the survey was taken, implying that they feel happy and secure in their jobs.

Trust is hard for an organization to earn, and in these economic times, it is even tougher for organizations to keep it.  UMH has shown the honesty and consistency to keep its employees’ faith in the organization.

Overall, employees report that they are encouraged to act ethically, respectfully, and with integrity.  They take pride in their organization and work.

Buckner is proud of his employees and the physicians that work hard to make the hospital a place where people can come to get high-quality healthcare and great customer service.  He recalls that when he first took on the Administrator role seven years ago, the UMH Board of Directors set some high goals for the organization.  He proudly notes the changes that the hospital has undergone over the past few years: “Every member of the staff learned how to build and cooperate on action plans in their areas of responsibility.  Accountability measures were put into place, but so were rewards and recognitions for jobs well done.  We have had great cooperation from the medical staff, too, in achieving better communications across the organization.”

UMH employees would like to express their thanks to Mr. Buckner and the UMH Board of Directors (link to their page) for their continued support in employee satisfaction initiatives.

To all UMH employees, thank you for all your hard work and for making UMH a GREAT place to work!