CASE STUDY:
STAFF ENGAGEMENT TRANSFORMATION
Developing frontline leaders
is key to reducing turnover
The Situation
Like most provider organizations, Reid Health, a regional health system serving east-central Indiana and southwestern Ohio, experienced major swings in key labor force metrics post-pandemic. Reid executives recognized that turnover impacts more than just the recruitment budget. A revolving door can affect quality, patient experience, and the morale of frontline leaders and staff who are left trying to fill the gap in staffing.
The Solution
To address the threat posed by increasing staff turnover to their financial health, operational performance, and growth strategies, Reid Health engaged Stamp & Chase to develop and implement a comprehensive plan designed to support middle managers and retain talent. Using their field-test Staff & Leader Engagement Snapshot framework, Stamp & Chase conducted extensive qualitative research via focus sessions and in-depth interviews to better understand major issues, challenges and opportunities related to staff and provider engagement.
At the heart of comprehensive strategies to improve engagement was Stamp & Chase’s comprehensive T.E.A.M. leadership development curriculum focused at the middle management level. After over 350 supervisors/managers across Reid Health attended leadership workshops, senior leaders prioritized targeted support for managers struggling with specific engagement and/or turnover issues. Working with HR partners, Stamp & Chase also refreshed recruitment and retention strategies and messaging to better resonate with today’s changing workforce.
The Results
Even during a period of major organizational transformation and belt-tightening at Reid Health, Stamp & Chase’s structured three-phase process of assessment, collaborative design, and implementation helped reduce staff turnover from 24.7% in 2022 to 19.4% in 2023. Qualitatively, frontline leaders reported feeling better supported in adopting specific best practices that contribute to higher engagement and reduced levels of burnout. They noted enhanced organizational transparency and tangible signs that employees’ voices were heard.
“Like many healthcare provider organizations, Reid Health undertook a major operational transformation effort in 2023 to address rising labor and supply costs and related financial challenges,” explained Craig Kinyon, Reid Health president and CEO. “While this work was essential, it also was very difficult for our entire team. We were so fortunate to be working with the Stamp & Chase team during this tough year. Their collaborative approach helped support and develop leaders at all levels, preparing them for the challenges that lie ahead.”