MSHCA 790

Capstone Project Proposal

Project Title Staff Satisfaction in the HIM department at UW Health
Project Site UW Health
Name and title of site Wil Limp, Operations and Systems Manager – HIM
supervisor/mentor
Student Name and Kayla Yun, UW-Parkside
Campus Location
Brief Project Description UW Health is an integrated health system of the University of
Wisconsin-Madison that provides medical treatment to over 700,000
people annually via a network of seven hospitals and over eighty
outpatient clinics staffed by over 1,849 physicians and 21,000
employees. Retaining the HIM staff necessary to continue providing care
to UW Health's large patient population has been a pressing concern in
recent years. The high turnover rate within the HIM department at UW
Health is the result of both external job offers and internal promotions
within the organization. As such, the foundation of this capstone project
will be the development of an employee satisfaction climate survey for
the HIM department at UW Health. The data collected from this project
will help to prioritize options for a future employee retention plan, with
the goal of assisting UW Health in retaining its top employees who are
dedicated to the success of their organization and its purpose and are
satisfied with the work they are delivering.
Purpose Staff Satisfaction- UW Health HIM Department.

Project Objectives 1. Identify impactful survey questions that are a reflection of UWH
Respect For People Commitment (Sbar Template)
2. Identify appropriate tool to distribute survey to the HIM Staff
3. Received survey responses back timely
4. Aggregate data from survey responses by team, and other specific
criteria – gender, length of employment, etc
5. Time permitting – identify and prioritize potential action items based
on responses received
Methods and modalities Remote, Supervised. I will be in frequent communication with site
of work supervisor Wil Limp to carry out associated tasks/work. Also, in contact
with Dr. Jodi throughout course of the capstone project for check in via
meetings or email.
Major tasks, processes, 1. Identify impactful survey questions – research potential questions
and product deliverables from other sources and compile final survey
to be provided for the 2. Identify appropriate tool to distribute survey to the HIM Staff –
organization; Assessment research options such as Survey Monkey and Doodle then upload
of Objectives questions to create final survey to be used.
3. Receive survey responses back timely – Survey sent to HIM staff via
email from HIM Manager with explanation of the project and ask for
responses by a set deadline
4. Aggregate data from survey responses by team, and other specific
criteria – gender, length of employment, etc. - Once the deadline has
pasted. Collect/retrieve all responses and begin to utilize the tools
available in the system to drill down responses by questions to
identify patterns.
 5. Prepare report to be used for final presentation in a format that
visually calls out the findings modeled after the Waggl survey used
by UWH Human Resources
6. Time permitting –identify and prioritize potential action items based
on responses received – Working with the preceptor Using the Sbar
tool (reference below), look deeper at the patterns identified to
formulate potential follow up action plans based on survey results.

Timeline Week 1: Finalize capstone project proposal and establish remote work
schedule, and weekly Tuesday meeting from 7-8am with site mentor.

Week 2: Create employee survey/Identify appropriate tool to distribute

survey in collaboration with site supervisor, and weekly Tuesday
meeting from 7-8am.

Weeks 3-6: Distribute employee survey, gather/analyze data

collaborating with site supervisor, and weekly Tuesday meeting from 7-
8am.

Weeks 7-9: Meet with Dr. Olmsted/site supervisor for halfway check in.
Prepare report to be used for final presentation, and weekly Tuesday
meeting from 7-8am with site mentor.

Weeks 10-12: Collaborate with mentor to identify and prioritize potential

action items based on responses received, self-reflection, possible
provisions, or improvements, and weekly Tuesday meeting from 7-8am.

Week 13: Meet with Dr. Olmsted for final feedback, and weekly Tuesday
meeting from 7-8am with site mentor.

Week 14: Final reflection and present project to site mentor/Dr Olmsted.
Provisions for unexpected Terms for unexpected project changes are that each change will be
project changes evaluated and agree upon with site supervisor, program coordinator, and
student.

Respect for people

Our Commitments
The Respect for People commitments have been shaped by the input of our UW Health
Employee Advisory Council, along with UW Health Way guiding teams and senior
leaders. These groups evaluated multiple sets of behavioral standards, including
organizational performance standards, Patient and Family Experience Promise and
Sportsmanship Expectations (UW Health at The American Center) to create a single set
of Respect for People expectations with these five commitments:
  Engage and Own It
We find better ways to do things by actively engaging in change, improvement
and innovation. We give constructive feedback in a respectful manner.


Appreciate and Encourage

We prioritize growth and learning for ourselves and others. We express gratitude.
We choose positivity. We value others’ strengths.
 Listen to Understand
We seek to understand by remaining present while listening to others. We strive
to see things from another person’s view.
 Connect with Others
We practice humility and show compassion. We communicate clearly and
respectfully. We value diversity, equity and inclusion. We seek common ground
and we withhold judgment.
 Be Accountable
We keep our commitments by being on time and following through. We speak up
about concerns and share appropriate information. We own our attitude. 

Importance of Respect for All

When respect is lacking, it negatively impacts staff performance and morale, which
impacts the safety and experiences of our patients as well. In 2018, UW Health
experienced a decrease in nurse satisfaction, Culture of Safety Survey scores and
Patient Experience Survey scores, along with increased in employee turnover. Because
these measures represent the health of our work environment, it is critical that we
reverse the negative trends and work to improve our culture. Currently, there are
dozens of improvement projects focused on improving our work environment. Ensuring
a respectful environment for all is vital to our long-term growth and vitality as an
organization.

Training, Support and Accountability

All leaders, providers and staff will receive training and support to ensure understanding
of the Respect for People commitments in words and behavior. To hold everyone
accountable, these commitments now serve as our organizational performance
standards for annual evaluations. New employee probationary evaluations and leader
assessments and observations will consider our Respect for People commitments as
well.

Remarkable Healthcare Starts With

Respect for People
We cannot achieve our vision of Remarkable Healthcare without Respect for People.
Each of us must uphold these commitments so together we can enhance our culture
and environment and deliver safe, high-quality care and remarkable experiences for our
patients and their families.
 [PROJECT NAME] CHANGE REQUEST FORM (SBAR)
Workstream:

This template, developed in part from the SBAR tool, is provided as a way to articulate complex decisions
that need stakeholder endorsement; for example, when an unplanned meeting is scheduled specifically to
discuss a critical change that needs to be reviewed, escalated and approved It can be used as an
alternative to or in conjunction with the Decision Log, found within the Project Management Master
Workbook. Instructions in italics should be removed as sections are completed.

Short Description of
Decision to be made:
Decision Required:
Enter a high-level description of the situation you want to resolve. Include the “W
– who you are (team or individual), where you are from (project team/departmen
the issue is and why you are proposing this change.

Submitted by:
Submitted to:

Date Needed By:

Current Status/Background:
1. Provide further detail about the situation. Describe the reason you are proposing this change, details that focus o
root cause of the issue and the desired outcome. Be as specific as possible without offering detail that is not valu
added.
2.

Options: Describe how you researched the solutions available. Did you identify waste in existing processes, or po
for rework/human error? Are there any risks in making this change? Include high-level details that support your
from a cost perspective (time, expenses, resources, etc.). Who will be involved in implementing this change?
Include a list of excluded options if needed. This will assure the decision makers that the team has done their due
diligence and considered all possible options, and after doing so have definitively excluded options that are not fe
for the specific situation.
Description Pros Cons
1.
Hi, my name is Kayla Yun and I am a student at UW-Parkside pursuing a Master’s Degree in
Healthcare Administration. As part of my final capstone project to finish this program, I created
a staff satisfaction survey to be distributed to HIM staff at UW-Health to hopefully offer
insightful information on the wants and needs of employees, which are undoubtably the most
important aspect of any organization. The goal for this survey is to hopefully be able to assist
the organization in highlighting current organizational strengths, opportunities for improvement
within the HIM department.

This survey was sent out on Feb 16 and closed on March 2nd allowing for a turnaround time of 2
weeks.

Removing the neutral option encouraged respondents to consider the question more carefully and
form an opinion, rather than simply selecting the neutral option as a default.

Help brainstorm and start thinking of ways in which we can improve upon these areas.

Communication

• With staff
• With leadership/management
• With administration

Between campuses, teams, & departments

My name is Kayla Yun, and I am a graduate student at University of Wisconsin-Parkside
pursuing a master’s degree in Healthcare Administration. This semester, I will conclude my
degree with a capstone project focusing on employee retention and satisfaction. I became
interested in employee retention and satisfaction at the onset of this program when it became
clear to me that employees are one of the most crucial components, if not the most crucial part to
the success of any healthcare organization.

I would like to know how existing employees in the HIM department at UWH feel about their
positions to better understand the relationship between employee retention and job satisfaction,
and how it connects to organizational performance and the quality of patient care provided. Thus,
I have prepared an anonymous staff satisfaction survey that will be distributed to HIM staff at
UW-Health. Your candid replies and participation will not only help me obtain my degree, but
the outcomes will be more beneficial to UW-Health HIM staff as it will provide you all with a
voice for change.

Therefore, if you choose to engage in this survey, it is in your best interest to respond to the
survey questions carefully and truthfully following our Respect for People Commitments. This
will ensure that myself and HIM leadership can capture your feedback to identify the areas in
which we are excelling and the areas in which we can make improvements. The HIM leadership
team and I are excited to collaborate with you all and use the survey results as a catalyst to find
opportunities.

Thank you all for your time and consideration.

-Kayla Yun

Master of Healthcare Administration Candidate

UW-Parkside