Pros
-Patient experience is at the center of everything we do; despite all the flaws in our culture, that is the one thing that really does unite all departments/teams across our system. -There are feedback mechanisms in place so that the employees can be heard. MH really does review the Press Ganey results and while I think they need to make more meaningful changes based on the results, the fact that they even read these results says something.
Cons
-Leadership response to Press Ganey results leaves something to be desired. It's one thing to say these things are important to you, but if you keep on putting off the discussion in favor of other "more important" things to do, then you're sending the message that this does not rank highly to leadership. -Understaffed. Incredibly incredibly understaffed. Leadership acknowledges that they are trying the approach of doing more with less and rewarding employees for that. I have definitely seen the first half of that statement, but definitely not the last. I know employees who have been shouldering the multiple FTE workloads for over 6 months and instead of rewarding them with a change in title or an increase in salary, HR's best offer was to offer a paltry one-time bonus. Your employees are not stupid. They know approximately the amount you saved on postponing multiple FTE hirings and know that the organization didn't get suffer for it because your employees were shouldering the burden/stress. -Underresourced. They've invested so many resources and time and energy into technological solutions that no one wants to use so it's no surprise that when there is a request for something that the frontline employees KNOW they will use and have seen available at other health systems, they have zero budget for it. They've recently pushed out an app to "increase communication" which supposedly was the whole point of our online community/cloud management. Why? -This culture of blame over fixing the problem. It's easy to attribute something to an employee oversight or team oversight, but if the resources are not in place to support the right processes, then that's a larger problem. MH constantly focuses on these little band aids and postpones the larger problem discussions.
