Not-For-Profit Category
Tallahassee Memorial HealthCare
Caring with Hands and Hearts
Florida – At Tallahassee Memorial HealthCare (TMH), I CARE values – which stands for Integrity, Compassion, Accountability, Respect and Excellence – establish a foundation from which the organization works toward the goal of being recognized as a world-class health care provider (see Bringing Values to Life). The values are incorporated into all facets of the organization, including reward and recognition programs, performance reviews, training programs and myriad operational components.
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Employee Involvement
In the past year, staff-led councils at TMH have spearheaded the purchase and implementation of smart pump technology for patient-controlled analgesia, created a professional development model for nursing, implemented new educational methodologies that blend electronic and classroom training, and created an auditing system that provides real-time feedback to staff. Even the grievance process at TMH relies on employee input, with the final step a review by a randomly selected pair of senior leaders.
Managers and leaders at TMH are encouraged to apply principles of participative management by encouraging collaborative problem solving, forming teams to address emerging needs and maintaining open-door policies. Organizational newsletters, a corporate intranet, suggestion boxes, employee surveys and monthly department meetings have all become common practice as a direct result of employee feedback and suggestions.
Health and Safety
At TMH, employees are encouraged to practice physical, spiritual and emotional self-care. Employees can access an off-site health and fitness center with trainers and state-of-the-art exercise equipment, or take a brisk walk on the path around the main hospital campus. The TMH cafeteria offers a wellness menu, with items featured on the intranet to encourage employees to make healthy food choices.
TMH has a no-tobacco policy and offers free smoking-cessation classes and other aids to help employees kick the habit. An occupational health clinic addresses hazards common to health care environments. Additionally, TMH’s EAP program has been instrumental in helping employees manage stress, cope with traumatic events and get referrals to professional help when needed.
Employee Growth and Development
TMH recognizes the value of career development and provides a variety of resources to help employees pursue additional education, advance within the organization and improve patient care. TMH’s self-paced, individual study program provides newly hired leaders with the knowledge and tools necessary to be an effective manager. The program uses a three-tier learning approach that provides hands-on practice, mentoring and access to TMH subject matter experts.
In addition to a multitude of training programs offered both internally and externally, TMH has two learning pathways to prepare employees for advancement. A colleague development program is designed to help professional-level employees acquire and improve the skills needed to move into supervisory positions, and career enhancement training is offered to front-line employees who want to advance into administrative positions. Most recently, due to the economic crisis, both stress reduction and money management programs have also been offered to all employees.
Work-Life Balance
To help employees balance multiple roles and responsibilities that may include parent, spouse, caregiver and health care professional, TMH offers flexible work arrangements and other resources. Part-time and flex scheduling, as well as online learning programs, are available to employees, so they can access educational resources at their convenience. A childcare center, adult day program, nursing mothers room and chaplain’s program were all established in response to employee and community requests and serve to support life balance.
Employee Recognition
Recognition practices at TMH are based on its I CARE values and include a host of awards and celebrations. Since TMH is a 24/7 facility, events are scheduled during all shifts. Employees are encouraged to recommend colleagues for recognition, and supervisors receive a kit that contains tips and tools for expressing their appreciation to employees.
Team and individual awards are publicized in employee newsletters, and any TMH employee specifically mentioned in a telephone call or letter from a patient or family member receives a formal commendation. Through the “I CARE/We Share” gain-sharing program, all eligible TMH staff members receive payouts when established goals are met.
The Bottom Line
As a result of TMH’s workplace practices, employees have made significant strides in morale, job satisfaction and work efficiency. Survey results from 2006 and 2008 show high levels of satisfaction with leadership, coworkers, work environment and the overall organization. In addition to receiving numerous awards for its workplace practices, TMH has seen major improvements in its customer relations, operating margin, turnover and productivity.