Engagement at UPMC

Challenge: UPMC is operating in a healthcare environment that is incredibly complex and volatile based on a variety of external factors.  In order to remain agile, innovative, and positively disruptive, the organization needs highly engaged, high-performing leaders and employees to successfully execute its mission, vision, goals, and related strategies.

Solution: UPMC administered surveys to all 80,000 employees across 20 different hospital systems, doctors offices, clinics, and long-term care facilities. UPMC followed a simple, prescriptive three-step engagement approach: Awareness, Action and Accountability. Local ambassadors focused on developing a positive culture across UPMC that supports organizational values; sharing best practices, as well as challenges; and holistically improving employee engagement.

Results: UPMC experienced an increase in overall favorability scores; the employee-engagement index (i.e., key engagement drivers); and overall participation, and hit an 80% engagement level. By building the employee-experience infrastructure, empowering HR business partners, and designing transparent communications, UPMC solidified its employee engagement strategy as a best practice both within and outside healthcare.