Decrease Turnover At Urgent Care Facility Through Recognition

Project Topic:

Improving the Healthy Work Environment through teammate recognition and engagement

Hospital, City and State:

Atrium Health Wake Forest Baptist, Clemmons, North Carolina

Unit:

• Atrium Health Wake Forest Baptist Urgent Care – Clemmons

CSI Participants:

• Allison Jones, BSN, RN
• Stephanie Hix, MSN, RN (Coach)

Project Goals/Objectives:

1. Decrease staff turnover 10% Increase Healthy Work Environment Assessment Tool (HWEAT) Meaningful Recognition score from 3.41 to 4.0
2. Increase patient satisfaction score 5% on National Research Corporation (NRC) Survey
3. Increase team satisfaction 10% on team-created survey

Project Outcomes:

1. Decreased staff turnover from 9 teammates to 4, a 55.6% reduction
2. Increased HWEAT Meaningful Recognition score from 3.14 to 3.95
3. Increased patient satisfaction scores by 4.85% on the NRC Survey
4. Increased average positive teammate survey responses from 29% to 90%
5. These outcomes resulted in a positive estimated annual fiscal impact of $523,714

Project Overview:

Clemmons Urgent Care identified opportunities to improve teammate engagement, recognition, and the overall work environment. Staff turnover was a concern, and baseline assessment data demonstrated a need to strengthen teammate satisfaction and workplace culture. To improve the Healthy Work Environment and reduce turnover, we implemented the TURNing Frowns OVER project to increase teammate recognition, engagement, and connection.

During the project, we implemented a teammate recognition program using smiley face recognition cards that allowed both patients and teammates to recognize staff members for positive interactions and exceptional care. Recognition cards were collected and tracked throughout the implementation period, and teammates were regularly encouraged to participate in the project. We also held a Scoops of Smiles celebration to recognize the team, encourage engagement, and celebrate the progress made throughout the project.

Participation and feedback throughout the project were positive. The recognition cards provided both patients and teammates with a simple way to acknowledge staff members and highlight the positive impact they were making. Post-implementation results demonstrated improvements in teammate satisfaction and the Healthy Work Environment, along with a substantial decrease in staff turnover.