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Horizon Health Used Employee Listening to Reduce Voluntary Turnover by 3%

Horizon Health, New Brunswick's largest regional health authority, employs over 14,000 staff and physicians across 120 facilities.

Customer EX Impact Award

  • The Challenge:

    • Understand workforce fatigue and disengagement exacerbated by the COVID-19 pandemic.
    • Address critical recruitment and retention issues within a stretched healthcare system.
  • The Solution:

    • Deployed a comprehensive listening program using candidate, onboarding, exit, and on-demand surveys to inform strategic decisions.
    • Launched "Our Promise" retention strategy focusing on listening, recognition, health and safety, and learning and development.
  • The Impact:

    • Significant improvements in employee experience, with a 10-point increase in overall employee experience rating and a 20-point jump in favorability related to the question, "Overall, how would you rate your organization as a place to work."
    • Reduced voluntary turnover from 11.7% in 2022 to 8.4% in 2023, showcasing the success of the new engagement and retention strategies.