ART (Access, Respect, and Trust) of Team Member Service is Premise Health’s proprietary experience program that empowers team members to provide exceptional internal customer service.
ART has been an essential component of Premise Health member (patient) experience for several years. Last year, with direction from Premise Health executive leaders, the ART of Team Member Service program was launched to provide guidance for internal team member interactions and ensure Premise Health team members provide exceptional internal customer service.
Team member experience is a critical component of creating and sustaining a connected, collaborative, inclusive, and engaged culture across the organization. By putting ART principles into practice, Premise Health builds on a strong culture of communication, trust, and service. Premise Health embodies ART in the way team members support each other in working toward the common goal of helping people get, stay, and be well. The program aims to reduce turnover for team members throughout Premise Health.
Program Details
To ensure ART is embedded in the culture, all team members receive foundational training on the key pillars of access, respect, and trust, which provides a roadmap for the way team members approach every interaction with every team member.
Multiple modalities are used to provide ART training, including self-learning modules assigned in an online training platform; leader-facilitated live training sessions with interactive group activities; best practices and standard resources shared on the Premise intranet; presentations on ART pillars during leadership meetings; team meeting discussions; and training Webinars.
To train team members in foundational components, an interactive training module was created and assigned to all Premise Health team members in April 2023. This training now is automatically assigned to any new hires who join the organization. Prior to training, department leaders’ presentations are provided to share a program overview, build awareness and buy-in, and review tools and resources. After team members receive initial ART training, leaders conduct periodic check-ins to evaluate progress, discuss applications, recognize positive examples in practice, and identify next steps for continued improvement.
People leaders are provided with a leader guide, along with a starter pack of resources, including talking points, discussion questions, and team meeting activities.
The ART recognition program highlights team members who demonstrate ART principles in action, delivering exceptional service to fellow team members. The employee wellness rewards platform includes daily challenges highlighting core ART pillars, and incentive prize points are provided to those who complete trainings within the assignment period.
Results
As of September 5, 2023, 55 percent of the workforce (4,807 team members) had been trained with the ART of Team Member Service program.
In the June 2023 team member experience (TME) survey, the team member net promoter score (NPS) was 82.7 (out of 100) and the positive work environment score was 81.8 (out of 100). Both categories had a positive year-over-year increase in survey ratings.
In addition, Premise Health’s overall turnover decreased by more than 5 percent as of September 2023.
