COVID-19 Case Study: Engage and Listen to Boost Workforce Wellbeing

Customer Overview

High Volume Orthopaedic Inpatient Unit

Pittsburgh, PA

  • Standardized patient and employee satisfaction surveys provided little insight how to distinguish patient experience from other high-performing Centers of Excellence.
  • Especially during COVID-19, administrators desired to focus on high-impact changes to gather, listen to, address patient and care team fears and ever-changing protocols.
  • Asking the right questions to engage employees in improvement and scaling best practices was critical. Brief, action-oriented, and easily-deployable digital surveys enabled all employees to participate, no matter their shift or location.

Learn how one surgical unit improved employee engagement by over 21% in just 3 months and used the "What Matters" framework to understand and improve patient experience scores. Reduce clinician and staff burnout through action-oriented surveying real-time data reporting. Flip the conversation --use real data and end-user insights to understand your true current state and value-driven opportunities to improve.

ASK: Establish your organization's baseline. Select benchmarked questions to get to the heart of what matters. Customize your action-oriented survey in 5 minutes.

LISTEN: Gather insights directly from end users to identify common themes through statistical and qualitative analysis. Co-create scalable solutions by listening to end users.

DO: Operationalize feedback so employees know they are heard. Deep dive into feedback through targeted follow up surveys. Use real data to identify what goes well and could be improved. Focus resources on low hanging fruit.


Unit Director asked to digitize standard monthly rounding questions to be able to track feedback and trends over time.
Monthly questions differ and are action-oriented. Surveys are designed to build upon one another and employee feedback.


Through statistical analysis of scaled and open ended responses, employees identified themes, satisfiers and dissatisfiers in the workplace, such as teamwork, supplies, communication, and support for their colleagues and patients.


Leadership addresses employee concerns and feedback directly, real time.
Monthly surveys are able to be customized and follow the gS curriculum to continuously deep dive into unit-specific and hospital-wide trends.


An increase of employee engagement by almost 21% was observed when scaled to four more surgical inpatient units.


31.8% of all responses over the past 3 months identified teamwork as a positive experience.
15.7% of all responses over the past 3 months have indicated satisfaction with the employee experience.
11.3% of all responses over the past 3 months have indicated that employees are missing critical supplies to perform tasks and duties. Employees also identify what those supplies are



  • What makes you most proud in your role?
  • If you could change one thing about the (unit) experience for patients what would it be and howwould you change it?
  • When do you feel most supported by those with whom you work?
  • What components of communication with the physician team work well? What could be improved?