Post on 24-Aug-2020
transcript
JASON COFFEY RN, MSN Director, Patient & Employee Experience Norton Healthcare Louisville, KY
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
JASON COFFEY RN, MSN Director, Patient & Employee Experience Norton Healthcare Louisville, KY
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
EMPLOYEE CULTURE: Engaging the New Generation
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
EMPLOYEE CULTURE: Engaging the New Generation
INTRODUCTION & AGENDA
> Norton Healthcare culture
> Our approach
> Measuring our engagement
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
NORTON HEALTHCARE CULTURE
at a Glance
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
our insights for success
> Know your audience
> Engage your audience
> Build a culture of engagement
> Recognition
> Repeat
EMPLOYEE CULTURE: Engaging the New Generation
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
know your audience
EMPLOYEE CULTURE: Engaging the New Generation
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
know your audience
EMPLOYEE CULTURE: Engaging the New Generation
> Today’s hospital associates
don’t look like yesterday’s…
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
know your audience
EMPLOYEE CULTURE: Engaging the New Generation
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
know your audience
EMPLOYEE CULTURE: Engaging the New Generation
Two critical actions for success…
> Listen
> Communicate
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
know your audience
EMPLOYEE CULTURE: Engaging the New Generation
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
know your audience
EMPLOYEE CULTURE: Engaging the New Generation
Millennials are:
> A growing segment
> Digital “natives”
> Communication savvy
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
know your audience
EMPLOYEE CULTURE: Engaging the New Generation
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
know your audience
EMPLOYEE CULTURE: Engaging the New Generation
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
our results: recognition
EMPLOYEE CULTURE: Engaging the New Generation
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
our results
EMPLOYEE CULTURE: Engaging the New Generation
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B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
our results: engagement
EMPLOYEE CULTURE: Engaging the New Generation
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
EMPLOYEE CULTURE: Engaging the New Generation
2 0 1 0 2 0 1 1 2 0 1 2 2 0 1 3 2 0 1 4
3 2 %
3 3 %
3 4 %
3 5 %
3 6 %
3 7 %
3 8 %
3 9 %
4 0 %
4 1 % THE NORTON HEALTHCARE WAY
our results: engagement
4 2 %
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
a new onboarding vision
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
a new onboarding vision
From a 1 day “marathon” to
> A phased approach
> Updated content strategy
> Innovative creative
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
a new onboarding vision
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
a new onboarding vision
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
a new communication vision
Content style & sequence matters
> Engage first, then deliver
> Change up elements
> Your content = your culture
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
podcasts
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
gamification
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
videos
EMPLOYEE CULTURE: Engaging the New Generation
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
other examples
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E
THE NORTON HEALTHCARE WAY
our insights for success
> Know your audience
> Engage your audience
> Build a culture of engagement
> Recognition
> Repeat
EMPLOYEE CULTURE: Engaging the New Generation
JASON COFFEY RN, MSN Director, Patient & Employee Experience Norton Healthcare Louisville, KY
B E R Y L PAT I E N T E X P E R I E N C E C O N F E R E N C E