Two nursing home facilities in 18-facility chain move from worst to first in one year.

These two facilities are part of the same 18-facility nursing home chain. Our firm was engaged to conduct an employee satisfaction survey for the entire chain. These two facilities rated at the bottom of the company results. We were asked to work with the management team at both facilities to help them improve their results.

Each location worked up its own employee relations improvement plan with assistance from Phillip Wilson. One facility primarily needed to work on team-building issues among the leadership group. This included teaching the group the Facilitation Conflict-Resolution Model and assisting the Administrator in facilitating meetings with members of the leadership team.

The second facility needed to work on communication with one department and also had to deal with inconsitency among the departments. We implemented regular “skip step” meetings between the Administrator and the departments. We also implemeted regular “in-service” training for department heads on areas where we found the most inconsistency.

Both facilities also needed to work on development discussions with direct care and support staff. We coached leaders on how to conduct these discussions.

We assisted the facilities in communicating the survey results and developing action plans. During the course of the year we worked on high priority issues uncovered in the survey. Facility administrators also received individualized coaching to deal with issues that came up during the year.

One year later all 18 facilities were surveyed again. This time the two “problem” facilities rated number 1 and 3 on their overall survey results.

NOTE: Due to the sensitive nature of these interventions, the company identity is kept confidential. If you would like to learn more, or wish to arrange a discussion with the actual client, please contact Phil Wilson at 800-888-9115.