February 5th, 2008 

Scripps Health in San Diego is a healthcare organization that takes the connection between employee engagement and performance indicators (such as patient satisfaction and financial health) very seriously. At Scripps the challenge was to improve performance at multiple campuses spread over 30 miles. The first step was to restructure the employee survey to measure key business practices, in addition to traditional employee attitudes. By getting actionable knowledge from their survey, Scripps was able to identify key business practices that were not optimized.

Through a combination of operational obstacle removal, front-line management coaching, and process improvement, Scripps raised performance levels across the board. In fact, over a period of four years, Scripps went from a low quartile to the top quartile in terms of organizational performance. Today, Scripps maintains a culture of excellence in all of its locations, which is a rare achievement. Among the healthcare organizations represented in our national benchmarking database, Scripps earns one of the highest scores for employee engagement. Furthermore, Scripps was recently named one of Fortune magazine’s top 100 companies to work for.

Scripps’ reputation for excellence is directly related to the high level of engagement of its employees. As with other top nationwide health systems, Scripps discovered that key business practices highly correlate to employee engagement. As employee engagement goes up, so do other key performance indicators.

To schedule a one on one detailed phone/Internet presentation of the Scripps Case study with Tom Olivo, please reply to this email or call 406-582-8884. Approximate time: 45-60 minutes.

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