"Kaiser Mid-Atlantic: Boosted staff retention by 75% and client satisfaction from 84% to 94%"

Enhancing Staff Retention and Leadership Development Across 42 Sites

Overview
In November 2022, main principal of EVS Excel Group partnered with Kaiser Mid-Atlantic to manage six HUBs and 34 additional sites, supporting 359 staff members. The scope of work included managing a technology-driven privacy curtain program, conducting audits, and leading enhanced cleaning protocols across VA, MD, and DC regions.

Challenges

• Staff retention rates were low, affecting operational consistency.

• Leadership succession planning was absent, leading to gaps in management.

• Client satisfaction scores needed improvement.

• COVID-19 presented unique cleaning and operational challenges across the region.

Solutions Implemented by Main Principal of EVS Excel Group

• Launched a privacy curtain program using technology-driven solutions, streamlining processes at 42 sites.

• Conducted thorough technology-driven audits and interviews to identify and address operational gaps.

• Introduced a leadership succession plan, identifying and promoting eight individuals within a year.

• Implemented region-wide enhanced cleaning protocols to meet COVID-19 safety standards.

Results

• 75% Improvement in Staff Retention: Staff stability boosted operational reliability.

• Client Satisfaction Scores Rose from 84% to 94%: Focused efforts on quality and consistency delighted clients.

• Eight Leadership Promotions: Succession planning created opportunities for growth, strengthening leadership across the region.

• Enhanced COVID-19 Cleaning: Comprehensive cleaning efforts ensured safety and compliance during the pandemic.