Checking in on KKV

Every year, KKV conducts an Employee Satisfaction Survey to check in on the joys, sacrifices, frustrations, and exciting things at our workplace. We’re proud to see how much KKV has grown and adapted to obstacles and challenges, new and old. We are thrilled to see such positive feedback from our staff, but also look forward to providing future support for the areas that need it.   

A big accomplishment reflected in the data from the past year was our overall staff satisfaction rate, which was nearly perfect at 93%. With such a high number, it’s easy to celebrate and just move on, but there are always things that can be improved. What exactly does being “satisfied” mean for KKV staff?  Based on employee responses, the three main factors that led to staff satisfaction were kuleana, belonging, and support. Staff felt it was their kuleana to help the community and share their gifts through meaningful work. Staff felt a sense of belonging at KKV, like it was one big family in a space to feel valued and loved and to work with people with the same passion and values. Staff felt supported in their work and in their personal lives. “This isn’t normally how organizations would define satisfaction, but it highlights what’s important to KKV and its staff,” said Research Coordinator Megan Inada.   

So, what factors led to such high staff satisfaction in 2023? From the data collected, we saw an increase in several categories including safety, fairness, stress levels, and benefits. One of the biggest jumps was feeling “free from harm" at work, which rose from 79% in 2022 to 92% in 2023. During this time, we added extra safety measures throughout KKV.  “Feeling less stress at work” was another significant increase, which jumped from 60% to 82%. The data shows us that staff are feeling more comfortable, safe, and supported while at work.    

We continue to see strong Pilinahā connections among staff. KKV always strives to strengthen how we use the Pilinahā model of care, which addresses the connections between people and the land, their community, their best selves, and the past, present, and future. We saw the biggest staff increase over the last year in connections to “best self,” which suggests that staff feel more supported in not just their work but also in their personal aspirations.  The other Pilinahā connections saw smaller shifts among staff. We will use this data to help strengthen these other connections in the future, really focusing on what they mean at KKV.   

We also analyzed staff data by KKV site. Are staff satisfied with where they work within KKV? From the main clinic, to KPT, to Hoʻoulu ʻĀina, and the Gulick Elder Care Center, KKV staff cover many sites across Kalihi. We were pleasantly surprised by the results. The Na Koa clinic, a part of the main clinic, saw a massive increase in satisfaction, from 20% in 2022 to 78% in 2023. Gulick and Hoʻoulu ʻĀina saw a 100% satisfaction rate among employees. We measured factors such as work conditions, equipment, maintenance, and safety.   

How will we use this data to improve KKV? Going forward, we will focus on addressing space, personnel (staff), patient support, and staff support.   

Space: KKV continues to see immense growth and space is increasingly limited! Staff want to see more space for patients, parking, and themselves. They also want to see current KKV spaces improved.   

Personnel (staff): As KKV continues to grow, we sometimes struggle to find people to fill roles across KKV, a challenge shared by most employers at this time.  Vacancies can add stress and challenge to the work of existing staff.    

Patient support: KKV staff prioritize patient needs. Going forward, they’d like to improve inclusivity, communication, and increase access to all resources for our patients.   

Staff support: KKV staff seek more training in technology, customer service, internal mentoring, and other areas. Staff also provided good feedback on improving communication among departments.   

Caring for our staff is key to caring for our community. We work hard to listen to and engage them in decision-making across all aspects of the organization. Even with a 93% overall satisfaction rating, KKV can do much to improve support for staff and their amazing work. Surfacing, understanding, and responding to the deep details of what “satisfaction” means among staff helps us improve our work and uplift the Kalihi community that relies on us.