Authors (including presenting author) :
Chan BY, Chan TKH, Lau WH, Wong Y, Ng SCD, Fan YK, Leung SH, Li YC
Affiliation :
Department of Family Medicine and General Outpatient Clinics, Kowloon Central Cluster
Introduction :
Yau Ma Tei Jockey Club General Out-patient Clinic (YMTJC GOPC) is one of the biggest and busiest GOPCs under the governance of Hospital Authority (HA) locally. It runs 365 days a year and operates from early morning to late evening. Apart from medical consultations handling both episodic illness and chronic diseases, it also provides multidisciplinary services to cope with increasing service demand from allied health service. In addition, around 5-10% of the attendance are ethnic minorities who might have difficulties in communication. With such huge workload with service complexities, the clerical staff attrition rate in Shroff Office of YMTJC GOPC was persistently higher than that of other GOPCs in KCC. To address this operational need, a special staff retention program was implemented at YMTJC in 2019.
Objectives :
The aim of the program was to provide a series of focused improvement strategies to enhance staff competence, job satisfaction and working environment in order to decrease the staff attrition rate in Shroff Office at YMTJC GOPC.
Methodology :
1. Flexible Working Arrangements
With the support from the senior management, a modified 5-day work duty pattern was adopted at Shroff Office in 2019. As YMTJC GOPC only provides GOPC doctor consultation and very limited multidisciplinary services on Saturday, clerical staff has an option to have one long duty (day + evening 8 + 4 = 12 hours) during weekday and have it compensated (4 hours) in the coming Saturday.
2. Improved Work Environment
- Organizing the document storage area in a more systematic and orderly manner by purchasing shelfing system and well-labelled transparent plastic boxes to replace A4 paper boxes for easier document management
- Relocating Shroff in-charge from back of Office to near the counters for provision of instant support to frontlines when they have difficulties and better supervision
- Providing quiet working environment with a stable temperature via the installation of two split-type air coolers
3. Enhancing staff competence
- An “Orientation Program for Newly Recruited Clerical Staff” was developed and implemented in 2019 for newly recruited clerical staff in order to empower their active participation in the orientation process. This will ensure their smooth transition into new positions and provide a solid foundation for their successful involvement
- For those competence staff with development potential, department will assist them to advance in their career and motivated them by the prospect of promotion
4. Boost up staff morale and motivation
- Worked on acknowledging their efforts
- Gave consistent and sincere appreciation
- Acted on clerical staff’s concerns on time
- Collected staff feedback regularly and encouraged to speak out of their thoughts
- Regular review and revision of the existing workflows in order to reduce waste and maximize the existing capacity
Result & Outcome :
Total number of clerical staff in Shroff Office of YMTJC GOPC was eleven, 4 staff quitted in year 2018, with attrition rate 36%. The attrition rate was persistently and dramatically dropping down to 27% in year 2019, 18% in 2020 and 9% in 2021 respectively.
A focused qualitative interview was conducted among the clerical staff. They reflected that they can be benefit from the program, both mentally and physically: closer supervisor backup led them less stressful when dealing with problems; better environmental enhancement and flexible working arrangement will enable them to manage their daily heavy works as well as personal activity in a more effective and healthy manner.
The comprehensive staff retention program carried out at YMTJC GOPC encompasses variety of measures including flexible working hour and duty arrangement, better advancement opportunities, improved workplace environment and boosted staff morale etc. The program has been proved to be effective with the staff attrition rate on decreasing trend. Keeping your current employees happy and healthy is a much smarter strategy.
