We Value Diversity

An Experiences and Impressions Survey conducted in 2019 helped us understand staff experiences across their range of demographics and positions within the company. This was a starting point that continues to inform the development of specific strategies for improved DEI within KCH.

In 2021 and 2022 we convened frontline staff focus groups to further inform the identification of needed staff supports.

Beginning in 2022, we’ve conducted regular all-staff Gallup Pulse Point surveying.

In 2020 we formed our first Employee Resource Group (ERG) to help us improve our diversity, equity, and inclusion (DEI). 

Our Goal: Systematically review organizational practices, policies, culture, and structure to assure positive steps are taken to address conscious and unconscious bias and to identify potential changes.

ERG formed seven Focus Areas to work on specific goals within our organization.

Required unconscious bias training for all existing and new staff

Additional managers training, including in supporting staff following incidents of discrimination or harassment.

New policy & procedures training with staff and managers

Multigenerational teamwork training

Staff shared feeling unprepared for how to handle experiences of racism, bigotry, and discrimination directed at them by patients and/or families in the home.

Common themes included:

We are not prepared for a patient or family to say they “won’t let a Black nurse take care of them”.

Do we honor their wishes, or do we say this is who we are?

Do we have a stance on this issue? This applies to gender, sexual preference, as well as race.

Sometimes our names even trigger people’s responses.

What do we do when we walk into a home that has confederate flags?

We need to make sure all of our staff of all races are prepared to possibly get a similar response, teach them how we should respond appropriately and to remain professional.

In response to this feedback, we developed the following policies:

• New Managing discrimination from patients, families and guests policy (including step-by-step decision tree and focus group providing support to impacted staff).
• Revised Ethics and care equity policy and post-incident review process
• Revised Equal employment and workforce diversity statement, and Non-discrimination policy.
• Revised Patient rights and responsibilities policy

With the help from the Center for Practical Bioethics, we are learning from our lived experiences, and moving forward with a systems-change approach that responds to contemporary issues in healthcare that raise ethical concerns for professional staff experiencing racism/harassment by patients/families/guests.

We engaged Dr. Karen Bullock, PHD, LCSW to guide our work.

Action points have included thoughtful discussions with the ERG, listening to our managers, and conducting two focus groups with frontline staff during which they shared their personal experiences. All staff had an opportunity to participate in a Gallup Pulse Point Survey. The  Center has provided advisement and guidance in our policies & procedures development and the identification of valuable staff training.

Staff-led focus group meeting quarterly to review reported ethical and care equity concerns that arise in the course of patient care, and develop actionable solutions for the agency. Concerns are also responded to individually at the time of report with management meetings, case conferences, performance improvement meetings, ethics consultations and post-incident reviews.