Staff Engagement as a Means to Clinical Engineering Service Excellence

Abstract

Staff engagement has been identified as a good indicator of Departmental performance. An engaged work force represents the commitment of the employee to the organization and the department. Job engagement represents the satisfaction that the employee feels about the job they do, their ability to get immersed in their work and produce satisfactory results that could result in Service Excellence. Engaged employees are less prone to take time off sick and are more productive overall. The Hospital for Sick Children in Toronto, Ontario has been conducting Staff Engagement surveys for the past ten years. The Medical Engineering Department has used the Engagement survey results to improve staff engagement and improve service delivery to our customers. Through annual departmental planning days and follow up on actions the departmental engagement has improved over the past years to the recent results where only one of the 28 drivers of engagement fell below the Hospital's average. This has resulted in improved Service Excellence to customers as demonstrated by the quarterly Service Excellence conducted by the Corporate Service Portfolio. The presentation will illustrate the engagement results in the past year, and the steps taken to improve staff engagement. In addition, examples will be presented of how the department has demonstrated service excellence and commitment.