Industry Expertise Case: Health Care
Nursing Turnover Decreases Significantly. Retention and Job Satisfaction Increase.
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The Challenge
CPI partnered with Novant Health, a North Carolina health care organization with 13,000 employees on very successful outplacement initiatives. As a result of CPI's outstanding performance, Novant asked for help with quite the opposite problem: organization building and retention. Turnover of Novant's registered nurses was literally costing the organization millions. The company estimated that, system-wide, for every percent they could reduce turnover the organization could save $1.5 million annually. With such high stakes, Novant let CPI think out of the box and create a custom solution. CPI was challenged to reduce RN turnover by 20% annualized in selected pilot departments.CPI's Response
CPI recognized that leadership skills and emotional intelligence are key factors in retaining employees. As a result, CPI designed a pilot program for departments that had consistently high turnover. Recognizing that people join an organization for the job and often leave because of the manager, the first part of the program consisted of focus groups with staff nurses.
The second component was a customized 360-degree survey based in part on the issues that surfaced in the focus groups. The third part consisted of three mandatory classes with a CPI instructor on emotional intelligence, managerial styles, and reading and interpreting their 360-degree feedback. Following feedback, management teams from each department developed a team plan on retention, in addition to each leader's personal improvement plan. The rest of the program was individualized coaching, which took place over a six-month period.
Results
Quantitatively, at the end of the pilot, turnover was reduced to 19.8%, down from 41%. Qualitatively, Novant's nursing staff is happier and working more effectively as a team. Leadership skills and emotional intelligence have been enhanced. The client plans to roll this program out organizationally and is thrilled that their corporate values of teamwork and personal excellence are being embraced by their nursing staff.CPI Services
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