Developing and implementing an action-oriented staff survey: Queensland Health and the 'Better Workplaces' initiative

Abstract

Queensland Health implemented the “Better Workplaces” staff opinion survey (the survey) in May 2006. The initiative stands as the largest single staff survey ever conducted in Queensland, and one of the largest in Australia. This case study outlines the process of this project, the outcomes to date and some of the pitfalls and successes along the way. Logistically it involved 37 health service districts and 10 corporate areas spread across the state. The survey process incorporated four survey periods over two years. The aim of the survey was: to improve workplace culture at the local level and across the organisation as a whole. Workplace culture is defined by Cole as “The collection of unwritten rules, codes of behaviour and norms by which people operate, how we do things around here”. Queensland Health proposed to improve its workplace culture by listening to staff and developing and driving targeted action plans following the survey with each district and division to create a climate of trust, respect, and innovation among staff which will ultimately improve patient outcomes. “. . . The creation of a culture that is free of blame and encourages an open examination of error and failure is a key feature of services dedicated to quality improvement and to learning.”