Engagement Ecosystem: Understanding and Activating to Drive Engagement, Retention, and Patient Experience

• Shawna Jaworowski, MA | Director, People Analytics | Hartford HealthCare
• Sally Strange, PhD, RN | Director of Human Experience-Analytics | Hartford HealthCare
• Brittany Cushman, MAIOP | Business Systems Analyst | Hartford HealthCare

Healthcare is complex, impacting colleague engagement, workforce dynamics and patient experience. The connection between human experience measures is well established; however, not easily implemented in the workplace. To manage effectively and efficiently, leaders are tasked with integrating a vast array of data streams. Stagnant performance and an inconsistent strategy for engagement and other human experience efforts created a lack of improvement. Attend this session to learn how Hartford Healthcare implemented a strategy that fostered leader understanding and connection and the development of a diagnostic model incorporating the engagement ecosystem for the colleague and provider networks. Analyses supported the model’s development providing evidence that the framework reinforces a focused approach to driving human experience. The implementation of the framework, grounded in a leadership sphere of influence, supported improvements, included key metrics that reached their highest scores historically. Learn how this Engagement Ecosystem can be applied to a multitude of healthcare environments with similar outcomes. The model provides an infrastructure to determine focus areas. The architectural design promotes understanding and ease in incorporating results from large data sets. Future goals are to refine and expand the framework to include connections with business strategy rooted in patient and workforce experience and outcomes of retention and financial stability.