Employee satisfaction is a highly reliable

barometer as to how family members of residents rate the quality of care in nursing homes.

Providers can improve performance and family satisfaction by focusing on employees.

1.Strong Leadership/Supervision 2. Responsive Management 3. Quality Work Environment 4. Effective Communication 5.Appreciation/Acknowledgment

1.Strong leadership and supervision is critical - At all levels! 2. Without strong leadership and a culture of quality performance, improvement is not sustainable 3. Engage and inspire the employee. 4. Encourage feelings of appreciation and value for employees achievement and efforts

Strong Leadership/Supervision Cont.

1.Modelling respect 2.Establishing a working relationship with immediate reports 3.Building partnerships through involvement and participation 4.Keeping employees informed and making them a part of the decision making process whenever possible

Responsive Management
The quality of supervision an employee receives is critical to employee retention!

1.Be visible 2.Exhibit fairness in employee treatment, compensation, benefits and advancement 3.Understanding employees job duties, both defined and actual 4.Clarify job expectations, daily, weekly and ongoing

5.Take time to meet with new employees, learn about their talents, abilities, skills, expectations and career goals

Responsive Management Cont.

1.Meet with each employee periodically

2.Provide ongoing support and direction 3.Provide regular and timely feedback from both manager and employee 4.Provide feedback that is constructive, nonthreatening and factual with defined expected results

1.Organizational climate and culture of fairness 2.Adequate resources to perform job duties (training, equipment, supplies, etc.) 3.Adequate environmental design, physical surroundings and workplace safety 4.Clinical systems, guidelines, standard operating procedures 5.Information technology systems and support 6.HR support, staffing levels, working conditions, personnel issues, conflict resolution assistance

1.Effective communication mobilizes and energizes 2.Choose verbal or written communication as appropriate

3.Written communications need to be professional, accurate, fact-based, and non judgmental

1.Choose verbal communication whenever possible, with written follow-up as necessary 2.Verbal communication involves listening, observation and dialogue

3.Expect to be misunderstood
4.Use I rather than you messages

ACTIVE LISTENING: Helps to improve relationships, makes people feel understood, and cared about.

1.Suspend doing other things or tasks 2.Make eye contact 3.Be sincerely interested in what person is talking about 4.Do not interrupt 5.Do not formulate your answers while person is talking 6.Restate what you hear the person say 7.Ask clarification questions when necessary 8.State your views only after you have actively listened

There is a basic human need for belonging, achievement, recognition and appreciation.

1.Well-chosen, well-timed sincere words of praise 2.A thank you goes a long way! 3.Notes, cards, letters, awards, trophies, gift cards 4.Company outings, celebrations 5.Employee recognition programs, employee of the month, etc. 6.Professional Development opportunities such as training programs, workshops Promotion/advancement 7.Time off, salary increase, bonus