HR reports results of satisfaction survey

"We know that the success of the University is tied, in part, to employee satisfaction and performance," said Al Brault, director of human resources. "The University is committed to developing the culture that supports and develops high performance and satisfaction."

As part of the commitment, he said, the Gordon S. Black Corporation was commissioned to conduct a baseline study of employee satisfaction. Employees were asked to complete confidential surveys and return them directly to Gordon S. Black Corp. for processing and analysis.

Aggregate data based on the results are being shared with functional areas and organizations, Brault said. Focus groups or department meetings will be conducted to clarify results, prioritize issues, and create action plans.

"We expect that 80 percent of the issues can be dealt with at the 'local level' and with employee involvement," Brault said. "The more systemic issues, such as the overall compensation program, will require clarification and recommendation from focus groups and then later will be taken to the appropriate groups of divisional or departmental directors."

A report on the progress of those actions will be made to the University community within six months.

Gordon S. Black Corp. reported that the response rate was 40 percent. On a scale of 0-10 (with 0 being "unacceptable" and 10 being "excellent"), the overall satisfaction rating of 6.7 was consistent with the firm's database mean of 6.6. "There were clearly those areas with relatively high satisfaction at 7.0 or better," said Edgar Adams of Gordon S. Black Corp.

"On the positive side, people feel good about their jobs, with scores of over 90 percent for such things as 'My job is important to the organization,' 'Generally I like my job,' and 'Doing my job well can improve patient/customer satisfaction,'" Adams said.

"But with the increasing need for integration across disciplines and departments--particularly at the Medical Center, with the creation of an integrated health system--there is clearly work to do," Brault said.

More than 45 percent of the respondents reported feeling that staff do not cooperate across departments, nor do they share information with each other. Overall ratings of department supervisory leadership were in the fair to good range (5.2-8.2), while ratings of organizational leadership ranged from 5.0 to 7.7. In response to those findings, leadership and supervisory development programs will be developed and piloted this year, Brault said.

While overall satisfaction with benefits was rated highly (7.4), overall satisfaction with the compensation program is "definitely an area needing improvement," Brault said. "We are beginning to establish focus groups to determine how to improve the administration of salary, and will continue to benchmark with universities and university medical centers as well as local surveys to assure we are competitive."

Among the additional findings: More than 80 percent of employees are likely to recommend the University as a place of employment; more than 80 percent are likely to recommend Strong Memorial Hospital to someone who needs patient care; and more than 80 percent are likely to recommend the University to a student.