Healthcare Company Gains Actionable Insights From Their Employees Faster With Betterworks Engage

Hospitality

Employees

200+

United States

The Business Challenge

A leading behavioral health medical group found immense value in its annual stay and exit interviews, but despite the insights these provided, employee listening activities were cumbersome and time-consuming for the HR leader who managed them. The interviews took almost an entire year to complete, prompting the company to recognize the need to upgrade its survey processes.

The existing process for stay interviews required the HR leader to meet with each of the company’s 300 employees and capture their individual responses to 23 questions in separate documents for each employee. These face-to-face interviews each took about one hour, not accounting for the time it took to complete the notes in a detailed and organized manner following the interview.

In addition to scheduling the stay interviews, meeting with employees, and writing thorough notes, the HR leader also needed to aggregate the data and report on key themes. With this largely qualitative data being collected in 300 different documents, compiling this data was a monumental and time-consuming task.

The Solution

With access to both the Betterworks core platform, including Goals, Conversations, Feedback, and Engage, the healthcare company was able to leverage these tools to streamline the stay interview process.
The HR leader wanted to retain the face-to-face interview format. Betterworks led an in-depth discovery session with her and others in the organization to better understand their process and propose solutions about how to best use Engage. The HR leader sent her original list of interview questions to Betterworks and was able to transform many of the open-ended questions for the stay interview into Likert scale or multiple choice questions. This meant responses could be quantified so that Betterworks Engage Insights could easily aggregate the data for reporting. This approach perfectly aligned with the company’s senior leadership team, which sought quantifiable data that would enable it to look at trends over time. As a result, hybrid stay interviews came to be.

A non-anonymous “prep survey” was sent to the employee via Engage ahead of the scheduled face-to-face interview. The HR leader was able to quickly assess the employee’s likelihood of staying with the organization and what impacted their decision to stay, all before meeting with the employee. She could then focus the bulk of her interview time on obtaining more details about certain responses. This model also benefited the employee. Rather than having to answer tough questions on the spot, they gained insight into the topics that would be discussed during the interview, could collect their thoughts beforehand, and enter the discussion prepared.

The Impact

The company’s final survey program now comprises primarily multiple-choice questions with a few open-text questions. The hybrid stay interview model powered by Betterworks Engage has resulted in several benefits to the organization:

Key themes are easily identifiable with Betterworks Engage Insights

58% overall time savings

With Betterworks Engage, the HR leader finished 75% of her stay interviews in four months, putting her on track to complete all stay interviews in five months. Not only did she gain back seven months of productivity, but the bulk of the reporting is now handled in Betterworks. She has more time to devote to initiatives that make the company an even better place to work while the senior leadership team has more meaningful data with which to make data-driven decisions. By optimizing the interview and data reporting process, Betterworks Engage has helped the organization, and its HR leader, to make the move from listening to doing.