Q&A: Boosting morale in case management department

Q: The combination of hospitals' financial constraints and the isolation associated with remote work can create low morale within a case managment department. How should case management directors combat these factors?

A: Maintaining a relationship with staff despite the isolation will help contribute to cooperation, understanding, and productivity, June Stark, RN, BSN, MEd, an adjunct instructor at HCPro, and an adjunct professor at Regis College in Weston, Massachusetts. Staff will appreciate the efforts made.

Strategic options include the following:

• Schedule weekly online staff meetings, for example, by Skype® or Zoom®.
• Allow staff members to contribute to the meeting agenda to ensure their needs are addressed.
• Begin each meeting with a five- to 10-minute social time to share life events and experiences as a method of promoting relationship building. Discussion topics should focus on improving the quality of working conditions and other ways to support the staff.
• Conclude the meeting with a discussion of the successes accomplished during the past week, with recognition of staff contributions

Besides the group staff meeting, the director can consider an individual meeting with staff at least once per month. It can be as short as 30 minutes and done by a phone call. The goal is to provide a time to acknowledge and address the staff member’s concerns or ideas. For staff members who require more support, consider utilizing other hospital resources such as social work or clergy. Implementing a budget-appropriate recognition and reward program, such as gift cards or small items mailed to the case manager’s home, can prove an effective means of employee satisfaction and engagement. Finally, devise a short survey sent out monthly or quarterly to measure employee satisfaction and identify areas requiring improvement in real time.

Editor's note: For more on this topic, see January's issue of Case Management Monthly