How do we keep the good ones?

• “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 employee’s 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, non-

threatening 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