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Norton Healthcare Used Employee Listening to Reduce Burnout and Increase Retention

Norton Healthcare, a Kentucky-based health care system and the area’s second-largest private employer, operates an extensive network of more than 300 sites of care throughout the Greater Louisville region, including hospitals, medical offices and specialty practices.

Customer EX Impact Award

  • The Challenge:

    • Maintain high levels of employee retention and engagement amidst the complexities of health care services.
    • Effectively capture and act upon the diverse feedback of its workforce, considering their unique roles and experiences within the health care environment.
    • Address specific challenges related to employee burnout, well-being and professional growth opportunities.
  • The Solution:

    • Implemented a robust employee listening strategy encompassing annual engagement surveys, lifecycle surveys and pulse surveys to gather comprehensive feedback.
    • Initiated targeted programs focused on burnout, well-being and career development.
    • Launched streamlined communication and action planning processes.
  • The Impact:

    • Scored in the 79th percentile against Perceptyx’s national health care benchmarks for burnout in 2023, up from the 12th percentile in 2019.
    • Improved from the 50th percentile among similarly-sized health care in terms of turnover in 2022 to the 75th percentile in 2023 following concerted efforts to address career development and burnout.
    • Saw improvements in patient safety ratings and persistent “A” grade ratings for all Norton Healthcare inpatient facilities.