The true cost of clinical turnover is estimated to be $57,000. During our October 24, 2023 Discussion Group, we considered strategies for reducing turnover during orientation and onboarding, which is when the highest rate of churn exists. While the greatest risk is during the first 90 days, a high rate of churn continues throughout onboarding. Given the criticality of this phase, here are the three key insights from our discussion.
1. Structured Communication is Foremost
Research indicates that poor communication is the main reason for year one turnover. Poor communication also leads to lower performance, which has an escalating effect on the true cost of employee turnover. A structured communication plan at specific time points on specific topics is essential.
Examples of Poor Communication
2. Preceptors Should Not Own the Onboarding Phase
Having a preceptor own the onboarding phase is not a recipe for success. The risk for communication failure from this single point of contact is high. A team approach is preferred, including departments such as billing, scheduling, sales, etc. The team approach prevents gaps in understanding organizational process and culture, gives more insight into how the employee is doing daily, and avoids gaps or breakdowns in communication.
One LIG CEO member has formally named this group their Concierge Team. This team should be assigned prior to the start date and have accountability for integrating the new employee into the company’s culture and processes. Connecting the employee with the entire team spreads the ownership of the onboarding process beyond one point of potential failure. It also creates a stronger network of support during the most fragile time of a new hire’s experience.
3. Technology Is Key to Competency
The final objective of onboarding is to advance the competency of the new clinician. Using mobile phone technology to support the onboarding process makes learning and knowledge-sharing more accessible and also extends the capacity of the existing precepting team. Even better is combining the use of technology-based training with routine follow-up.