Page 4 - May 2020 Ulupono

Diligence and action planning results in increased engagement
by Todd Reese Director of Human Performance
The Facilities, Environmental Services and Security Departments, which encompasses 65 associates, saw major increases in their engagement scores this year. Their scores jumped .2 across the board, putting them in the 74th percentile as they edge their way to the top quarter.
Ask Richard Kirchner, Director of Facilities, what their secret is and he replies, “The change didn’t happen overnight. It’s the result of the day-to-day involvement and persistence of our management team and associates over the years.”
He also added that all three of the teams had a very demanding year last year preparing for the Joint Commission’s Inspection, but he was proud of how everyone was able to take on the challenge with flying colors.
Joel Pedrina, Facilities Manager, who had been with Castle for more than 40 years before deciding to retire in April, said he has seen the medical center grow and evolve, and says communication has continued to improve and make a big difference.
“Communication from the managers down increased, and more open communication led to more participation and engagement,” said Pedrina. “We understood better our roles and policies and were better able to see the big picture. We saw how important each of our roles was in accomplishing our mission of keeping everyone safe.”
Last year, Facilities also started “Zone Maintenance,” which means that a technician is assigned to a specific area
of the hospital. Each morning, after Facilities meets for a morning huddle, the technicians will go to their respective area and spend 30 minutes touching bases with nursing leaders and working to resolve issues they may have.
“The increased interaction has helped
to increase the sense of ownership and engagement, so that each technician knows that they are an important part of the team,” said Kirchner.
Kirchner added that these changes to
the workflow and communications have been intentional efforts. After studying University of Virginia Health System’s approach to Engagement Action Planning, they have implemented a similar model.
Each team has a large poster board and moves issues from dialogue (written on the left side of the board) toward their target conditions and action steps (written on the right side of the board). Their dedication, teamwork, and action planning is reflected in both their Gallup scores and in their Department Satisfaction Survey.
“It’s encouraging for us to see that what we are doing is making a big difference,” Kirchner added. “The internal rounding scores for our department have been in the 90th to 100th percentile, and we are so proud to help our facilities be a safe place physically, emotionally and professionally.”
Clockwise from bottom left: Michael Marocchini, Willie Pagdilao, Edwin Bruno, Zac Cruz, Nathan Lui, Tricia Matsuki, Richard Kirchner, Buddy Guillermo (Center) Vieng Nanratana, Wade Kawakami and Timothy Sabanal. Missing from photo: Dean Ikene, Alan Tamashiro and Michael Holt.
4 | ULUPONO - MAY 2020