Improving Care Through Communication
Taking care of business at Wellstar, a Georgia nonprofit health care system, means taking care of its people first.
FOR HEALTH CARE PROFESSIONALS, effectively addressing the needs of patients begins with active listening. But it can’t stop there. To deliver high-quality and compassionate care, the needs of those working in the medical field must also be heard. That is why Wellstar, a nonprofit health care system based in Marietta, Ga., fosters a culture of trust, honesty, and transparency to better understand the unique experiences and perspectives of its team.
“Wellstar has a world-class team of physicians, caregivers, and team members that bring their expertise, compassion, and collaborative spirit to their roles every day. They are the heartbeat of Wellstar,” says Candice L. Saunders, the organization’s president and CEO. “That’s why it is vital to create opportunities for their voices to be heard and honored.”
In 2019, Wellstar conducted a series of focus groups and workshops regarding what matters most to team members on the company’s journey to deliver world-class health care. This work led to the development of the current Wellstar mission and vision as well as the creation of its values: serve with compassion, pursue excellence, and honor every voice.
A key piece of Wellstar’s ongoing listening strategy includes the annual Great Place to Work Trust Index Survey, and in 2023, 87% of team members participated. Through the survey, the company gathers feedback around what is working well and what needs improvement. Leaders across the organization utilize the results to create action plans where team members are directly involved in identifying opportunities to enhance their work environment.
“It is a top priority to engage our team members so that they’re owners of their work environment and have a direct impact in making Wellstar a great place to work and receive care,” says Saunders.
In response to feedback, Wellstar has invested $45 million in expanded benefits that support team members professionally and personally. Benefits include growth and development programs, extra days off, access to mindfulness/meditation tools, student loan payment assistance, and more. These offerings are constantly refined based on feedback.
“Delivering on our mission to enhance the health and well-being of every person we serve begins with our talented, dedicated 30,000-plus team members, and my deepest thanks goes to them,” says Saunders. “They must feel supported and cared for in their professional roles at work and in their roles at home. Taking care of our people enables them to provide high-quality care to our patients and communities.” ■