Traditionally, the focus of senior care organizations has been on the satisfaction of their residents – not employees. But, with an average staff turnover rate of 42% in senior living, employee engagement is quickly moving up on the list of priorities. Organization leaders are beginning to recognize that a more engaged staff can measurably improve the health outcomes and satisfaction of residents. The math is there: engaged staff + satisfied residents = better business.
What’s the big deal? Creating an Engaged Workforce versus Employee Satisfaction
The difference between the two is a matter of who benefits; for a satisfied staff member, the benefit is to them, while for an engaged employee, the benefit is to them and the organization. ADP Research Institute describes the two as follows:
Employee Satisfaction: A measurement of an employee’s “happiness” with current job and conditions; it does not measure how much effort the employee is willing to expend. It is harder to influence beyond a superficial level.
Employee Engagement: A measurement of an employee’s emotional commitment to an organization; it takes into account the amount of discretionary effort an employee expends on behalf of the organization. Once established, the roots can go deep, with greater benefit.
Recognizing the difference between an engaged and satisfied employee is subtle, but essential when it comes to directly influencing how residents experience community life. Staff who are engaged are more productive, dependable, and more willing to devote their efforts to the success of your organization.
“In today’s world, it is an absolute strategic business priority for organizations to have engaged staff. Not satisfied staff – there’s a distinct difference,” Jan Gulsvig, RN, BSN, LNHA, Chief Operating Officer of Align, said in an interview with McKnight’s Senior Living. “That’s known to drive the returns on investment that organizations are looking for, including customer experience.”
And the results go further than residents feeling more satisfied with their service – research points to a positive impact to your bottom line. Ohio Presbyterian Retirement Services (OPRS) found that locations with better employee engagement had lower turnover rates amongst residents as well as improved health outcomes.
The study also found locations with engaged, long-term staff had a 6.5% reduction in pressure sores and a 3.25% drop in resident falls. By improving care outcomes, senior care organizations are better positioned to attract more referrals and boost occupancy rates.
To help senior care organizations drive and manage a more engaged workforce, they need to hear from their staff through surveys that address key engagement indicators. The information gathered will provide insights on the needs of employees and identify problem areas, allowing organizational leaders to take action and make improvements that will ultimately have an impact on the bottom line and resident outcomes.
Recognizing the significant benefits of managing employee engagement, PointClickCare and Align have partnered to deliver two offerings, the PointClickCare Employee Engagement and the PointClickCare Customer Experience integrated solutions, which were showcased at LeadingAge’s annual meeting in Indianapolis. The new solutions, powered by Align, are designed to enable care providers to prioritize their efforts and establish a road map for staff success.
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Read More: Is Value-Based Care Here to Stay?Tags: care staffcollaborationcustomer satisfactionemployee engagementengagementsenior livingskilled nursingtechnology