Angela Duran: Welcome everyone to today's podcast. We're highlighting how caregivers' feedback drives meaningful improvements across our departments. I'm Angela Durand, Clinic Manager for San Juan Health Partners Family Medicine Aztec. I have with me Jeanette Fercik, Clinic Manager for Family Medicine Farmington.

Jeanette Fercik: Today, we're focusing on a great example of how feedback became action through our department action plan, specifically around finding new ways to meet the needs of our caregivers.

Angela Duran: One of the most valuable things we receive is honest feedback from our teams, whether it's through engagement surveys, rounding conversations, staff meetings, or one-on-one discussions. Those insights help us understand what's working and where we can improve. But collecting feedback is only the first step. What really matters is how we respond. Caregivers want to know their voices are heard and that their feedback leads to a meaningful change. Let's talk about what we heard across our department. Caregivers consistently shared that they wanted more communication from leadership.

Jeanette Fercik: Some team members expressed that they didn't always know what was happening across the department. Others wanted updates that were easy to access and available when they had time to review them.

Angela Duran: In healthcare, everyone is busy caring for patients. Not everyone can attend every huddle meeting or department update. We realized we needed a communication method that was visible, consistent, and available to everyone.

Jeanette Fercik: The feedback wasn't necessarily asking for more meetings. It was asking for better access to information and more transparency from leaders. As part of our department action plan, Angela and I reviewed the feedback and explored several options.

Angela Duran: The solution we implemented was manager communication boards. These boards became a central location for important updates, announcement, recognition, department goals, and progress on action items. Tying closely with how we designed and utilized our patient communication boards, the goal was simple, make information easier to access while increasing transparency and keeping caregivers informed.

Jeanette Fercik: The boards were designed with caregivers in mind. We focused on information that was relevant, easy to understand, and regularly updated by staff and leaders. One section highlights department updates and key organizational information. This helps ensure everyone has access to the same information regardless of shift or schedule.

Angela Duran: Another area focuses on action plans. We wanted caregivers to see that feedback isn't disappearing into a survey report. It's being reviewed, discussed, and acted upon.

Jeanette Fercik: We also created space for recognition and celebrations. Highlighting accomplishments, milestones, and great work helps build a positive culture and keeps our team connected.

Angela Duran: And of course, there's rooms for reminders about operational updates, process improvement, upcoming changes, and clinical needs.

Jeanette Fercik: What's important about this project isn't just the communication board itself, it's what the board represents.

Angela Duran: It represents leadership accountability when caregivers share feedback. Leadership has a responsibility to listen, respond, and communicate what actions are being taken. It also helps create trust. Caregivers are more likely to continue sharing ideas and concerns when they see visible evidence that their feedback matters.

Jeanette Fercik: Transparency strengthens engagement. People want to understand the why behind decisions and have a clearer picture of organizational priorities. One thing we learned is that communication should never be considered one-size-fits-all.

Angela Duran: Absolutely. Different caregivers prefer different methods of communication. Some like emails, some prefer huddles, and others appreciate having a visual resource they can review through their shift. The communication boards aren't replacing conversations, they're enhancing them.

Jeanette Fercik: The boards give leaders another avenue to connect with teams and ensure important information is available when caregivers need it. Since implementing the communication boards, we've seen increased awareness of department initiatives and ongoing action plans.

Angela Duran: Caregivers have shared that they appreciate seeing updates in a central location and knowing where to find information quickly.

Jeanette Fercik: We've also noticed more conversations about department goals because people can visually see the progress being made.

Angela Duran: Most importantly, caregivers can see their feedback directly influenced a change within the department. The work doesn't stop here. Action plans are living documents and caregiver needs continue to evolve.

Jeanette Fercik: We'll continue monitoring feedback, seeking new ideas, and making adjustments as needed.

Angela Duran: Manager communication boards are one simple example of how we're listening, learning, and taking action. And as new opportunities are identified, we'll continue looking for innovative ways to support communication, engagement, and caregiver success.

Jeanette Fercik: Before we wrap up, we'd like to thank all of our caregivers who take the time to provide feedback.

Angela Duran: Your voice matters. Every suggestion, concern, and idea helps us create a stronger workplace and a better experience for both caregivers and patients. Together, we're building a culture where feedback leads to action and communication continues to improve. Thank you for joining us today. We look forward to sharing more department action plan updates in future episodes. Thanks for listening, and have a great day.