Employee Surveys & HR Services

Employee Satisfaction & Engagement

Provider Satisfaction & Engagement

Internal Department Evaluation

Employee Focus Groups

Board Effectiveness Evaluation

Employee Learning Needs Assessment

360 Degree Multi-Rater Feedback

Employee Exit

Employee Satisfaction & Engagement Surveys

crg_service_box_employee-satisfactionOne of the flag-ship services for The Crossroads Group, we specialize in the provision of highly-actionable and high-value-added employee surveys which are designed to provide leadership with the insight into employee perceptions which is necessary to improve organizational culture and related engagement and retention outcomes. The survey administration process is designed to provide both actual and perceived confidentiality among employee respondents, while providing the following reporting metrics:

 

The Crossroads Group supports clients throughout the project delivery cycle with the following services:

 

  • Suggested employee survey announcement; assistance with implementation of employee participation incentives as needed
  • Provision of a Gantt Chart outlining key steps and deliverables associated with the project implementation cycle
  • Support designing a custom questionnaire with field-tested questionnaire content to assess both satisfaction and engagement constructs
    • Separate questions for providers or other key stakeholders
    • Integration of cultural assessment or quality assessment questions
  • Provision of the questionnaire in test-mode for final review prior to go-live date
  • Delivery of the survey to respondents
  • Provision of real-time participation and scoring results accessible online
  • Advanced data-piping for questionnaire and reporting analytics
  • By-Supervisor scores for management/supervisor questions
  • Key-drivers of satisfaction and correlation analysis
  • Executive Summary and results presentation

 

These measures, as well as the detailed verbatim comments which shed root-cause insight into scores, are valuable as a strategic planning input as well as to support targeted action-plan development and implementation to address identified opportunity areas.

Provider Satisfaction & Engagement Surveys

crg_service_box_provider-satisfactionProvider recruitment and retention is a challenge for every healthcare organization. The Crossroads Group offers both stand-alone providers surveys or integrated survey modules which are offered to providers within the context of a broader organizational employee survey. Surveys offer providers an opportunity to provide confidential feedback in areas related to:

 

  • Communication/relationship with administration
  • Satisfaction with the Electronic Health Records systems and processes
  • Perceptions related to both patient scheduling and work schedule
  • Support received from front desk staff and medical support staff
  • Patient load and productivity expectations
  • Key-drivers of satisfaction (which often differ greatly from other position types)
  • Work-personal life balance and potential burnout

 

In additional to surveys, The Crossroads Group is also experienced with the provision of moderated focus groups, to probe both positives and opportunities for improvement as it relates to this key employee stakeholder group. These measures are valuable as a strategic planning input as well as to support targeted action-plan development and implementation to address identified opportunity areas.

Internal Department Evaluation Surveys

crg_service_box_internalProviding high-quality service to the internal customer is a precursor to the provision of high-quality service to the external customer, yet often this aspect of service is not evaluated. The Crossroads Group is experienced developing and implementing a survey process which is designed to assess internal customer services drivers such as timelines, quality of service, communication and interaction, and other drivers of service. Departments evaluated include any departments which are serving internal stakeholders. While these vary across organizations, departments evaluated may often include Information Technology, Procurement, Environmental Services, Human Resources, Finance, and other departments. A process is implemented by which only the respondents who have experiences with the respective departments participate in the evaluation process. The result is a process by which internal service behaviors within the organization can be assessed, included in the reporting matrix, and ultimately improved by hearing the ‘voice of the customer’ internally. These measures are valuable as a strategic planning input as well as to support targeted action-plan development and implementation to address identified opportunity areas.

Employee Focus Groups

crg_service_box_focusA focus group is a form of qualitative research in which a group of people are asked to share regarding their opinions or perceptions. Focus groups typically involve 8 -12 participants and are facilitated by a moderator who asks questions of the group. Focus groups are preceded by careful participant selection and the establishment of uniform ground rules. Sessions may be recorded or unrecorded and may involve employees, customers, prospective customers, or other population groups.

 

Focus groups are often a good complement to surveys (pre-survey to aid in the development of a new questionnaire or more commonly post-survey to provide additional qualitative insight around low-scoring areas). Multiple focus group sessions can be conducted when additional insight is required or when multiple population subgroups exist.

 

The Crossroads Group is available to provide cost-effective professional focus group facilitation services for employees, customers, or prospective customer population segments. Services can be scaled to meet the needs of small or larger organizations.

Board Effectiveness Evaluation Surveys

crg_service_box_boardBoard effectiveness in governance is a critical aspect of organizational performance, yet is not always measured. The Crossroads Group offers experience implementing a very cost-effective process to confidentially evaluate board perceptions related to areas which may include:

 

  • Board role and policy, understanding of
  • Board participation and follow-through (evaluation of board as a whole)
  • Organizational reporting metrics (effectiveness of)
  • Assessment of the strategic planning process
  • Board engagement
  • Comments and suggestions from the Board
  • Much more (we offer over 30 previously-utilized metrics to select from)

 

Trending and benchmark comparison analysis may also be included.

Employee Learning Needs Assessments

crg_service_box_learningInterested in developing your employee educational curriculum but not certain where to begin? The Crossroads Group can provide your organization with a very cost-effective custom-designed employee learning needs assessment survey process which includes questionnaire design, survey administration (optional), processing, and reporting.

360 Degree Multi-Rater Feedback Surveys

crg_service_box_360360 degree feedback surveys (a.k.a. “muli-rater feedback surveys”) are designed to improve the performance of managers and/or employees by allowing them to rate themselves, to be rated by others, and to evaluate and utilize feedback to promote growth and development.

 

Multi-rator surveys may include feedback from peers, direct reports, subordinates, supervisors, contractors, suppliers, and others inside and outside the department (or organization). The advantage of these surveys is that a more comprehensive and multi-perspective assessment of development opportunities is obtained than would be the case from the traditional performance appraisal. Managers can learn how their peers and subordinates perceive them in areas such as accessibility, decision-making, coaching & feedback, technical skill, communication, performance management of other staff, and key behaviors.

 

By gaining objective professional insight into their own strengths and weaknesses, and comparing their own self assessment scores to those of others, managers can take actions towards improving their effectiveness. Combined with personal private coaching, management assessments are a valuable tool used towards management development and growth and ulitmately impacting employee performance.

 

For more information on 360 Degree Feedback Survey services please contact us at no obligation.

Employee Exit Surveys

crg_service_box_exitWhile losing talented employees is difficult, losing these employees without truly understanding why is especially detrimental over the long-run. It is imperative that organizations learn why high-value employees are leaving, so as to help prevent future defections.

 

As third-party professionals, The Crossroads Group can help obtain candid quantiative and qualitative feedback from employees regarding the reasons for their departure, as well as how their defection may have been possibly prevented.

 

Whether you need assistance setting up an internal process, or would like for a third-party to cost-effectively manage this process, we can help your organization either design a new process or improve your existing process. Please contact us for a free no-obligation consultation.

For more information, please do not hesitate to contact for a free no-obligation needs assessment and quote.