This article relates to the Culture & Climate
competency
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AlphaMeasure defines climate as the effect an organization has on the employees,
while culture refers more to the acceptable behaviors, attitudes, and habits of
the organization as a whole. Some relevant topics include employee values,
attitudes, and morale throughout your organization. Knowing and understanding
workplace culture and climate leads to a better understanding of what factors
influence employees. In
relation
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the level of service your customers receive is almost always influenced by the
culture and climate of your organization. Evaluating this competency can be
especially useful if your organization is experiencing customer service related
issues or problems working together internally.
This short story,
Creating a Culture of Empowerment, is part of AlphaMeasure's compilation, Tales
From the Corporate Frontlines. It tells about the effects of a negative culture
on nursing home residents and what was done to turn things around and create a
better culture and climate in the workplace..
Anonymous
Submission
I transferred into my current position as manager of a small
nursing home two years ago. After my first meeting with the frontline
caregivers---nursing staff, orderlies,
etc.
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was very concerned. The caregivers were clearly unhappy in their positions. They
liked their work, they enjoyed caring for the residents, but there was some
other factor at work here, creating a climate of uneasiness and a culture of
apprehension in this small and close-knit group residence.
I spoke with
various residents. They were concerned as well. They felt that they were
receiving good care, but many mentioned an unhappy mood that continued day to
day. It affected some more than others, and they expressed a wish for
brighter
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more upbeat surroundings. A long time resident told me that things used to be
different, and she had felt much better, physically and mentally, when her
nurses and aides were happier.
That, in a nutshell, was what troubled me
most. Anyone involved in health care knows that
patients
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in this case nursing home residents, are much happier and healthier and make
better progress when their caregivers are satisfied in their positions and
careers.
I decided to conduct an employee survey, mainly for the
caregivers, to give them the opportunity to vent. I hadn't been able to find out
much verbally, so I hoped that the survey would give them the opportunity to
reveal the sources of their discontent. Then we could proceed to improve the
situation.
Among other issues, the survey results revealed that morale
was low because the staff felt stifled by regulations. The rigid rules needed to
be examined and perhaps modified to empower caregivers to a greater degree. They
were more satisfied when they felt able to improve the quality of life for their
patients.
Some other solutions we used to change the culture
included:
* Providing educational opportunities for caregivers to update
and expand their skills
* Adopting a new conflict management policy -
developed with extensive caregiver feedback
* Reevaluating our financial
policies to free up funds to hire more caregivers to ease the burden of
understaffed areas.
As a
result
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were able to engage our caregivers in creating a workplace culture that
emphasizes the value of each human being and a climate of respect. The
caregivers are satisfied, and the residents are happier and
healthier.
�2005 AlphaMeasure, Inc. - All Rights
Reserved
This article may be reprinted, provided it is published in its
entirety, includes the author bio information, and all links remain
active.
Measure. Report. Improve your organization with AlphaMeasure
employee surveys.
Josh Greenberg is President of
AlphaMeasure
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AlphaMeasure provides organizations of all sizes a
powerful web based method for measuring employee satisfaction, determining
employee engagement, and increasing employee retention.
Launch your
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