Background: For this study, RMS was engaged to conduct a survey among a healthcare facility’s employees to obtain primary research information regarding its employees’ satisfaction, loyalty and unmet needs. The objectives of the market research included measuring employee perception and satisfaction around several changes regarding policy and scheduling. The client also wanted to identify areas of dissatisfaction among staff to make procedural and workflow adjustments.

Methodology: RMS met with the client to discuss specific survey areas of focus to include in the instrument. Using a paper/print survey modality, home addresses were provided to RMS so surveys could be mailed to all employees to complete the survey in private and at their convenience. The approach ensured that written responses were sealed and mailed directly to RMS, making it clear that the survey was anonymous and conducted by a third party vendor. Once finalized and sent, the market research achieved a response rate of 39 percent.

Findings: Approximately 10 percent of all staff were dissatisfied with their employment. The employee survey identified several improvement areas for the client: (1) employees did not have a feeling of personal empowerment with respect to work processes and often felt as though they could not make suggestions to improve workflow, but were rather tied to continuing “old” procedures; (2) employees were dissatisfied with the teamwork and cooperation at the facility and felt as though actions were not taken with poor performers, nor did supervisors generate high levels of motivation or commitment. Several employees were dissatisfied with the electronic medical record (EMR) system and referenced tips for how to improve it. Almost all (92 percent) of employees felt loyal to the organization but only 42 percent believed the organization was loyal to them as an employee.

Results: RMS worked closely with the administrative management team to generate actionable recommendations from the data. Suggestions were provided to: (1) create more team-building activities to foster a better working community; (2) form more group meetings to provide a venue for supervisors to listen to and address workflow issues and suggestions; (3) assist the client with workflow processes through its EMR system and scheduling to streamline the check-in process and reduce wait times at the facility. The client is continuing to work through the recommendations and changes and will revisit a second wave of the market research in the near future.

If you are interested in learning more about this case study or how Research & Marketing Strategies (RMS), an employee satisfaction survey vendor can help your organization, contact our Business Development Director, Sandy Baker at SandyB@RMSresults.com.