| Introduction: New York Chiropractic College (NYCC) recently implemented the FISH! philosophy in an effort to improve quality and morale with stakeholders. FISH! uses four main concepts to address key concerns such as improving quality, morale, productivity, team building and customer service. As we have worked through the training process, NYCC has seen many positive changes in the academic and workplace environment. Objectives: To share the FISH! Philosophy, explain the approach taken to implement this program, demonstrate how NYCC is accumulating data to evaluate the improvement of the quality of the workplace and to explain how NYCC is working to ensure the continuation of FISH! Method: After receiving senior staff approval, managers and supervisors were trained and introduced to the FISH! philosophy with the four principles of “play,” “be there,” “choose your attitude” and “make their day.” Next we worked with staff to bring them on board with the approach, followed by Health Center personnel and faculty. Lastly, we opened the training to Student Government Association, interns and work-study students. A survey quantifying the effects on workplace attitude of employees was taken during these training sessions. Results: Pre- and post-training survey results will be compared at the end of a six-month period to evaluate the change of the workplace with regards to organizational behavior. The survey questions concentrated on the individual’s perception of the four FISH! principles and how they were viewed at an institutional and departmental level. The evidence in the pre-training survey of 127 participants demonstrated a significant difference in alignment (6 percent points) between perceptions of how departments versus the institution used the FISH! principles. During the training sessions, comments were made regarding methods of closing that gap, which are being implemented to increase morale and customer service. Results of a follow-up survey indicated that 59% of respondents have been more “FISH! like” in their behavior since the philosophy was outlined. The most common responses included importance of FISH! being modeled by senior staff, managers and supervisors (12 responses); positive comments - “keep FISH in people’s face” (13 responses); importance of incentives and recognition (9 responses); and negative comments – won’t work (4 responses). Verbal response by employees as well as students indicates that there is a positive change at NYCC. As we progressed through the staff training, there were many questions from students as to what is FISH! and that there seemed to be a change in attitude in many departments. Discussion: We have recently implemented the training but are already seeing the “ripple” affect. The magnitude of change will be quantified comparing the pre- and post- training surveys. We have instituted a FISH! Tales newsletter to managers and supervisors with ideas on how to keep FISH! alive in their departments. Other attitude and motivational programs are being considering to shift organizational behavior and to improve quality health care through these soft skills. As employees continue to model the principles and students are exposed to the effects of the FISH! Philosophy, we expect students to carry these principles into practice resulting in higher quality health care for their patients. This abstract is reproduced with the permission of the publisher. |
