Enhancing Joy in Work for Personal Support Workers

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Enhancing Joy in Work for Personal Support Workers (PSWs) in Long Term Care Lacey

Enhancing Joy in Work for Personal Support Workers (PSWs) in Long Term Care Lacey Sheng, Andrea Liu, Kelly Donahue, Rebecca Wilson The Perley and Rideau Veterans’ Health Centre 5. 1 4. 6 4. 0 4. 1 UCL 3. 6 CL 3. 1 2. 2 2. 1 The team conducted multiple focus groups and an extensive literature review to inform the process. Below are our Fishbone and Driver Diagrams. 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To date, our change idea has been tested on two of the twelve units in the long-term care home, during all three shifts. We have not observed a decrease in burnout levels on the pilot units, and are therefore not yet planning to spread the change to other units. X Chart: Average single item burnout score by week dd Shift Report Soft Skills Training Video Spread We collected single item burnout measure data weekly. No change was observed. M Our change idea addresses the “teamwork” driver and consists of a structured shift report agenda with icons that remind users of key soft skills. dd Burnout in PSWs has been shown to be a contributing factor in poor quality care and resident abuse incidents. Burnout also has a negative impact on the health and well-being of the PSWs, which can result in reduced overall staff engagement and difficulty retaining quality providers. Charts yy y Intervention/Change Ideas Average single item burnout score Problem Statement Week started Organizational Enablers • Engaged executive sponsors who meaningfully supported the project • Assistance from Director of Communications in disseminating updates about the project • Support from PSW Supervisor in facilitating logistics for backfill for training and data measurement • Strong quality improvement culture at Perley Rideau fostering support and openness to different change ideas Results During IDEAS • Respondents felt emotionally exhausted >1 x/month and < a few times/month • Depersonalization felt > a few times/year and <1 x/month • Personal accomplishment felt > a few times/week and < everyday Our team collectively completed the NHS Sustainability Guide. One positive sustainability aspect is the high level of staff involvement. One area of improvement is developing a system to monitor progress. Sustainability Model Report Infrastructure for sustainability Fit with organization's strategic aims and culture Clinical leadership engagement Process Measures: • % RPNs trained: 87% (13/15) • % PSWs trained: 76% (41/54) • % Trained RPNs observed and offered coaching: 92% (12/13) Senior leadership engagement Staff behaviours toward sustaining the change Staff involvement and training to sustain the process Effectiveness of the system to monitor progress Adaptability of improved process Credibility of the evidence Benefits beyond helping your patients Maximum Score Survey Response Balancing Measures: • Slight increase in call bell answer time on one pilot unit and slight decrease on other unit post-change idea implementation 0. 0 2. 0 4. 0 6. 0 8. 0 Score 10. 0 We worked closely with front line staff during root cause analysis and the design of shift report tools, but not during the key intermediate step of change idea generation. On future projects, we would engage staff in the process of brainstorming and evaluating different change ideas to validate our direction and promote greater buy-in. Addressing burnout via the driver of “teamwork” requires culture change, which we expect will take time. Achieving adaptive change through a technical solution is challenging, since technical solutions do not (by themselves) change culture. As a next step, we will continue to measure burnout scores over time and perform further PDSA cycles with staff on the pilot units. Sustainability Maslach Burnout Inventory Measure: Next Steps/ Lessons Learned 12. 0 14. 0 Process Total Score: 13. 6 Staff Total Score: 28. 2 Organization Total Score: 11. 4 Total Sustainability Score: 53. 2 16. 0 Contact Name: Lacey Sheng Title: Performance Improvement Consultant Organization: Perley and Rideau Veterans’ Health Centre Email: [email protected] com Phone: 613. 526. 7171 x 2205