1 00:00:00,160 --> 00:00:01,839 Hello, everyone, and thank you for tuning in 2 00:00:01,839 --> 00:00:03,379 to the Becker's Healthcare Podcast. 3 00:00:03,839 --> 00:00:05,519 My name is Brian Zimmerman. I'm thrilled to 4 00:00:05,519 --> 00:00:08,240 be joined today by Kirsty Leyland, chief human 5 00:00:08,240 --> 00:00:11,359 resources officer with Heartland Dental. Kirsty, thank you 6 00:00:11,359 --> 00:00:12,900 so much for joining us today. 7 00:00:13,199 --> 00:00:14,980 Thanks, Brian. Great to be here. 8 00:00:15,365 --> 00:00:17,125 So so as we get into our conversation, 9 00:00:17,125 --> 00:00:19,445 can we start off by just sharing some 10 00:00:19,445 --> 00:00:21,684 initiatives that have been introduced to enhance the 11 00:00:21,684 --> 00:00:23,864 employee experience at Heartland Dental? I know that's 12 00:00:24,164 --> 00:00:26,884 obviously a a a cause, that that's near 13 00:00:26,884 --> 00:00:28,404 and dear to you that you work on 14 00:00:28,404 --> 00:00:30,419 closely. So curious if you can share some 15 00:00:30,419 --> 00:00:31,879 of those details with our listeners. 16 00:00:32,420 --> 00:00:34,439 Yeah. Sure, Brian. I'd be happy to. 17 00:00:34,899 --> 00:00:36,280 So first and foremost, 18 00:00:37,059 --> 00:00:39,140 at Heartland, we're very committed to our core 19 00:00:39,140 --> 00:00:39,640 values, 20 00:00:40,259 --> 00:00:42,820 and we very much see ourselves as being 21 00:00:42,820 --> 00:00:45,545 here to support our doctors and our leaders 22 00:00:45,684 --> 00:00:47,704 so they can lead autonomously, 23 00:00:48,564 --> 00:00:49,945 clinically, and effectively, 24 00:00:50,564 --> 00:00:53,844 and create really exceptional experiences for their customer 25 00:00:53,844 --> 00:00:55,384 base, which is their patients. 26 00:00:56,085 --> 00:00:58,890 So we don't kind of assume that. We 27 00:00:59,130 --> 00:01:01,770 purposely talk about culture in many of our 28 00:01:01,770 --> 00:01:02,270 meetings 29 00:01:02,649 --> 00:01:04,650 from our CEO right the way through the 30 00:01:04,650 --> 00:01:07,549 organization. So whenever we're thinking of 31 00:01:07,930 --> 00:01:09,950 how we enhance the employee experience, 32 00:01:10,569 --> 00:01:12,635 we have lots of bright minds in the 33 00:01:12,635 --> 00:01:14,555 company that are thinking about, well, what do 34 00:01:14,555 --> 00:01:15,055 those 35 00:01:15,755 --> 00:01:18,395 supported doctors and leaders need that really makes 36 00:01:18,395 --> 00:01:21,055 their work easier to complete, more efficient? 37 00:01:21,515 --> 00:01:23,515 And that's how many of our programmes and 38 00:01:23,515 --> 00:01:26,555 solutions are born. So just recently, we've been 39 00:01:26,555 --> 00:01:27,454 focused on 40 00:01:28,209 --> 00:01:31,250 additional benefits that support personal needs more in 41 00:01:31,250 --> 00:01:33,750 the workplace. So for example, we've launched 42 00:01:34,049 --> 00:01:35,189 on demand pay. 43 00:01:35,890 --> 00:01:37,989 So our team members can access 44 00:01:38,290 --> 00:01:40,530 pay that they've earned that hasn't yet been 45 00:01:40,530 --> 00:01:42,369 paid out through a payday so they can 46 00:01:42,369 --> 00:01:45,004 get access to that quicker. And some additional 47 00:01:45,064 --> 00:01:45,564 retirement 48 00:01:45,944 --> 00:01:48,265 planning support has been added this year because 49 00:01:48,265 --> 00:01:50,984 we're acutely conscious that people are feeling financial 50 00:01:50,984 --> 00:01:53,064 pressure in our economy right now, and we 51 00:01:53,064 --> 00:01:54,664 want to lean in and help wherever we 52 00:01:54,664 --> 00:01:56,905 can. So just a couple of examples for 53 00:01:56,905 --> 00:01:57,484 you there. 54 00:01:58,290 --> 00:02:00,049 Yeah. Those those are great examples, and it's 55 00:02:00,049 --> 00:02:02,530 easy to to to put yourself in the 56 00:02:02,530 --> 00:02:04,450 place of of of your of your employees 57 00:02:04,450 --> 00:02:06,370 and think about how valuable those things can 58 00:02:06,370 --> 00:02:08,530 be, especially as you mentioned some of the 59 00:02:08,530 --> 00:02:11,724 the economic environment folks are are navigating right 60 00:02:11,784 --> 00:02:12,185 now. 61 00:02:12,824 --> 00:02:15,305 And you mentioned sort of how many sort 62 00:02:15,305 --> 00:02:17,145 of brilliant folks you you have, how how 63 00:02:17,145 --> 00:02:18,685 how smart your team is. And, 64 00:02:19,465 --> 00:02:21,865 I'm curious to to hear about how you 65 00:02:21,865 --> 00:02:24,000 ensure that voices of team members are heard 66 00:02:24,000 --> 00:02:25,680 and then acted upon. Because it's one thing 67 00:02:25,680 --> 00:02:26,419 to give people 68 00:02:27,120 --> 00:02:27,620 voice, 69 00:02:28,000 --> 00:02:29,680 to to let them speak up, but it's 70 00:02:29,680 --> 00:02:31,519 another thing to then act upon that feedback. 71 00:02:31,519 --> 00:02:33,120 Right? So can you talk a little bit 72 00:02:33,120 --> 00:02:34,959 about how you you you manage both of 73 00:02:34,959 --> 00:02:35,594 those things? 74 00:02:36,074 --> 00:02:38,474 Yes. You're so right. And and, you know, 75 00:02:38,474 --> 00:02:39,294 many organizations 76 00:02:39,594 --> 00:02:42,395 have different channels to hear from their employee 77 00:02:42,395 --> 00:02:43,534 base and team members, 78 00:02:43,995 --> 00:02:46,235 and and that's acutely important to us as 79 00:02:46,235 --> 00:02:48,715 well. But it's also really important that they 80 00:02:48,715 --> 00:02:51,560 they know how we seek to take action 81 00:02:51,560 --> 00:02:53,400 when we hear things. So, you know, how 82 00:02:53,400 --> 00:02:55,319 do we close the loop? You know, we 83 00:02:55,319 --> 00:02:57,319 go out. We listen. We have multiple ways 84 00:02:57,319 --> 00:02:59,159 of doing that. And then we want to 85 00:02:59,159 --> 00:03:01,240 make sure that they're familiar with how we're 86 00:03:01,240 --> 00:03:02,599 going to take action on the back of 87 00:03:02,599 --> 00:03:03,960 that based on what we heard and make 88 00:03:03,960 --> 00:03:06,305 sure they feel really heard through that process. 89 00:03:07,084 --> 00:03:09,004 So, you know, like many companies, we have 90 00:03:09,004 --> 00:03:11,724 a a listening strategy. At Heartland, we call 91 00:03:11,724 --> 00:03:13,824 it our voices valued strategy. 92 00:03:14,284 --> 00:03:15,985 And so we've got lots of different 93 00:03:16,444 --> 00:03:20,430 technology solutions, whether it be electronic surveys or 94 00:03:20,569 --> 00:03:23,210 pulse points or face to face conversations that 95 00:03:23,210 --> 00:03:23,870 we have 96 00:03:24,170 --> 00:03:26,830 at various points in an employee life cycle. 97 00:03:27,450 --> 00:03:30,490 And we we insert these different topics of 98 00:03:30,490 --> 00:03:30,990 conversation 99 00:03:31,370 --> 00:03:34,125 at those various kind of moments in time 100 00:03:34,185 --> 00:03:34,925 in someone's 101 00:03:35,385 --> 00:03:38,284 employee life cycle, whether it be a candidate 102 00:03:38,425 --> 00:03:41,245 who's recently joined the company and is onboarding 103 00:03:41,305 --> 00:03:43,385 and kind of trying to assimilate very quickly 104 00:03:43,385 --> 00:03:45,459 and get productive in their role. We have 105 00:03:45,459 --> 00:03:47,139 an opportunity to be able to pulse with 106 00:03:47,139 --> 00:03:48,599 them regularly as they're 107 00:03:48,900 --> 00:03:50,819 learning to onboard in the company and make 108 00:03:50,819 --> 00:03:53,159 sure that things are going well. And likewise, 109 00:03:53,939 --> 00:03:57,139 tenured employees get the opportunity to survey with 110 00:03:57,139 --> 00:03:59,775 us regularly and tell us their perception of 111 00:03:59,775 --> 00:04:01,694 how things are going in their mind, whether 112 00:04:01,694 --> 00:04:04,415 that be related to their career pathing or 113 00:04:04,415 --> 00:04:06,675 their leadership and development or their communication 114 00:04:07,775 --> 00:04:09,935 or how they're how they're feeling they're connecting 115 00:04:09,935 --> 00:04:11,074 with their team members. 116 00:04:11,969 --> 00:04:14,930 So we encourage participation through these different channels, 117 00:04:14,930 --> 00:04:15,990 these different mediums, 118 00:04:16,529 --> 00:04:18,709 regularly at all levels in the organization, 119 00:04:19,490 --> 00:04:22,290 and then we follow-up with groups with the 120 00:04:22,290 --> 00:04:23,670 insights of what we learn 121 00:04:24,044 --> 00:04:26,865 through various channels as well, and we encourage 122 00:04:27,485 --> 00:04:29,725 leaders at every level in the organization to 123 00:04:29,725 --> 00:04:32,044 action plan. So what did you hear? What 124 00:04:32,044 --> 00:04:33,644 were the top 2 or 3 things that 125 00:04:33,644 --> 00:04:35,805 were pertinent to you that resonated that you 126 00:04:35,805 --> 00:04:38,120 can own and really, you know, be autonomous 127 00:04:38,120 --> 00:04:40,599 in taking action on and really change the 128 00:04:40,599 --> 00:04:42,939 environment for your team members for the better. 129 00:04:43,159 --> 00:04:45,659 So we encourage action planning, or we have 130 00:04:45,959 --> 00:04:47,800 tools and systems in place to be able 131 00:04:47,800 --> 00:04:49,719 to facilitate that and help them do that 132 00:04:49,719 --> 00:04:50,219 well 133 00:04:50,585 --> 00:04:52,504 and get it ingrained in the way that 134 00:04:52,504 --> 00:04:54,665 they work day to day, week to week, 135 00:04:54,665 --> 00:04:56,824 month to month. So it's not a once 136 00:04:56,824 --> 00:04:58,824 a year activity that they do, but it's 137 00:04:58,824 --> 00:05:01,625 something that that just just naturally fits into 138 00:05:01,625 --> 00:05:02,685 the regular cadence 139 00:05:03,129 --> 00:05:06,009 of how we interact and communicate regularly with 140 00:05:06,009 --> 00:05:06,509 employees. 141 00:05:07,769 --> 00:05:10,329 This is fascinating how many amazing channels you 142 00:05:10,329 --> 00:05:12,649 have to sort of gather that feedback and 143 00:05:12,649 --> 00:05:14,329 then and then loop back and act on 144 00:05:14,329 --> 00:05:16,009 it. Is a piece of that sort of 145 00:05:16,009 --> 00:05:17,577 that that communication you talked about also transparent 146 00:05:17,577 --> 00:05:17,919 about when you're maybe not gonna act on 147 00:05:17,919 --> 00:05:18,754 a piece of feedback? I I transparent about 148 00:05:18,754 --> 00:05:19,848 when you're maybe not gonna act on a 149 00:05:19,848 --> 00:05:21,421 piece of feedback? I I I can just, 150 00:05:21,475 --> 00:05:22,435 imagine that as many channels of feedback as 151 00:05:22,435 --> 00:05:24,355 you're getting and as many great suggestions as 152 00:05:24,355 --> 00:05:26,514 as as you're getting, some of the some 153 00:05:26,514 --> 00:05:28,595 things just can't be changed right away or 154 00:05:28,595 --> 00:05:30,134 some things can't be addressed immediately. 155 00:05:33,449 --> 00:05:35,370 Do you do you address those concerns with 156 00:05:35,370 --> 00:05:36,589 transparency as well? 157 00:05:37,129 --> 00:05:39,449 I think it's really important that you also 158 00:05:39,769 --> 00:05:41,930 you you do exactly that, Brian. And and 159 00:05:41,930 --> 00:05:42,589 I think 160 00:05:43,050 --> 00:05:44,250 team members will 161 00:05:45,654 --> 00:05:46,235 you know, 162 00:05:46,935 --> 00:05:48,074 our sensible individuals 163 00:05:49,175 --> 00:05:50,714 respond really well to logic. 164 00:05:51,334 --> 00:05:52,555 They want to be heard. 165 00:05:53,014 --> 00:05:54,615 They want to make sure that you've really 166 00:05:54,615 --> 00:05:55,115 considered 167 00:05:55,574 --> 00:05:57,735 their suggestions and ideas. So I think our 168 00:05:57,735 --> 00:05:59,523 role is to replay what we've heard and 169 00:05:59,523 --> 00:05:59,598 where there are consistent themes. Speak to those. 170 00:05:59,598 --> 00:06:00,235 And if there's a reason why we can't 171 00:06:01,490 --> 00:06:02,590 consistent themes, speak to those. And if there's 172 00:06:02,590 --> 00:06:03,700 a reason why we can't do something, explain 173 00:06:03,700 --> 00:06:06,069 the why so people get it. And, there 174 00:06:06,290 --> 00:06:07,269 is you 175 00:06:08,050 --> 00:06:11,089 know, we we go by the philosophy that 176 00:06:11,089 --> 00:06:11,750 if we 177 00:06:14,444 --> 00:06:15,345 if we don't communicate 178 00:06:15,884 --> 00:06:16,685 and if we're, 179 00:06:17,085 --> 00:06:20,125 silent on topics that are important in people's 180 00:06:20,125 --> 00:06:22,064 minds, then they tend to make things up. 181 00:06:22,764 --> 00:06:24,524 They tend to fill in the blanks, and 182 00:06:24,524 --> 00:06:26,545 and that's a natural human reaction. 183 00:06:27,329 --> 00:06:29,569 So our job, I think, as leaders is 184 00:06:29,569 --> 00:06:32,370 to make sure those blanks are filled in 185 00:06:32,370 --> 00:06:34,449 accurately. And it might not be what they 186 00:06:34,449 --> 00:06:35,350 want to hear, 187 00:06:35,810 --> 00:06:36,550 but understanding 188 00:06:36,930 --> 00:06:37,430 why 189 00:06:37,889 --> 00:06:39,750 something's not going to happen, 190 00:06:40,209 --> 00:06:41,855 or we're not going to take action in 191 00:06:41,855 --> 00:06:43,455 a certain way in the way that they 192 00:06:43,455 --> 00:06:45,774 think is the right course of action is 193 00:06:45,774 --> 00:06:46,514 really important. 194 00:06:47,055 --> 00:06:48,975 And as I say, you know, team members 195 00:06:48,975 --> 00:06:51,694 are incredibly logical. They respond really well to 196 00:06:51,694 --> 00:06:54,334 logic and data. So if you can explain 197 00:06:54,334 --> 00:06:57,089 it, they can understand it, and that tends 198 00:06:57,089 --> 00:06:58,610 to take some of the pressure out of 199 00:06:58,610 --> 00:07:00,789 some of those areas and those topics. 200 00:07:01,490 --> 00:07:03,350 Yeah. And I yeah. I imagine there's just 201 00:07:03,970 --> 00:07:05,329 a a respect level that comes with that 202 00:07:05,329 --> 00:07:08,689 level of transparency and clear communication. Right? Right. 203 00:07:08,689 --> 00:07:09,189 Right. 204 00:07:10,205 --> 00:07:10,705 Yeah. 205 00:07:11,085 --> 00:07:13,324 And and Heartland Dental is growing and and 206 00:07:13,324 --> 00:07:15,985 growth is and that's marvelous, of course. 207 00:07:16,444 --> 00:07:18,764 But when when growth happens, there are some 208 00:07:18,764 --> 00:07:21,345 challenges that that occur as well, 209 00:07:21,964 --> 00:07:23,849 especially when it comes to sort of, you 210 00:07:23,849 --> 00:07:24,509 know, maintaining 211 00:07:25,050 --> 00:07:27,870 a supportive workplace culture and a cohesive culture. 212 00:07:28,250 --> 00:07:29,849 So I I guess, can you talk about, 213 00:07:30,649 --> 00:07:33,209 amid growth, what steps are are you taking 214 00:07:33,209 --> 00:07:35,930 to really maintain that strong and supportive workplace 215 00:07:35,930 --> 00:07:37,529 culture you've worked so hard to sort of 216 00:07:37,529 --> 00:07:39,544 cultivate? How how are you trying to maintain 217 00:07:39,544 --> 00:07:41,644 that and spread that out across the company? 218 00:07:42,345 --> 00:07:44,584 Yeah. That's a great question. And I think 219 00:07:44,584 --> 00:07:46,604 for many companies that have 220 00:07:47,225 --> 00:07:47,725 grown 221 00:07:48,104 --> 00:07:48,604 over, 222 00:07:49,064 --> 00:07:50,204 you know, their life, 223 00:07:51,379 --> 00:07:53,779 Continuing to maintain your culture as you get 224 00:07:53,779 --> 00:07:56,120 larger and geographically more dispersed 225 00:07:56,980 --> 00:07:58,759 and your employee base grows 226 00:07:59,300 --> 00:08:01,480 can be exponentially difficult for organizations. 227 00:08:02,020 --> 00:08:02,520 So, 228 00:08:03,084 --> 00:08:05,504 you know, you every organization has a culture. 229 00:08:05,564 --> 00:08:07,724 You know, my view is you have a 230 00:08:07,724 --> 00:08:10,125 culture whether you want it or not. Now 231 00:08:10,125 --> 00:08:13,245 you can actively try to create a certain 232 00:08:13,245 --> 00:08:15,805 type of culture and be very intentional about 233 00:08:15,805 --> 00:08:17,404 the things that you do to try and 234 00:08:17,404 --> 00:08:18,544 create that environment, 235 00:08:19,350 --> 00:08:21,449 or you can let it just organically happen. 236 00:08:21,829 --> 00:08:23,829 But then you're not really in control of 237 00:08:23,829 --> 00:08:24,490 the result. 238 00:08:25,750 --> 00:08:27,990 And there are things, I think, as leaders 239 00:08:27,990 --> 00:08:30,709 in an organization that you can purposefully do 240 00:08:30,709 --> 00:08:32,870 to be very intentional about the culture you 241 00:08:32,870 --> 00:08:33,690 want to create. 242 00:08:34,334 --> 00:08:35,794 So we talk about culture, 243 00:08:36,174 --> 00:08:37,554 I mentioned earlier on, 244 00:08:38,095 --> 00:08:40,174 frequently in many of our meetings. In all 245 00:08:40,174 --> 00:08:41,074 of our major 246 00:08:41,375 --> 00:08:44,174 large meetings, we start with our mission, our 247 00:08:44,174 --> 00:08:44,674 values, 248 00:08:45,375 --> 00:08:48,009 and we always talk about mission and vision. 249 00:08:48,009 --> 00:08:50,350 We talk about the fact that we're here 250 00:08:50,649 --> 00:08:52,669 to support our doctors 251 00:08:53,929 --> 00:08:56,570 and their customers, which are their patients. That 252 00:08:56,570 --> 00:08:59,710 is the primary reason why Heartland Dental exists. 253 00:09:00,345 --> 00:09:01,004 So we 254 00:09:01,625 --> 00:09:03,865 we reconnect back to that, and we remember 255 00:09:03,865 --> 00:09:06,184 that that's the purpose of why we're here 256 00:09:06,184 --> 00:09:07,324 at Heartland Dental. 257 00:09:07,784 --> 00:09:10,584 And we we run our business through our 258 00:09:10,584 --> 00:09:13,464 value system. So like many organizations, we have 259 00:09:13,464 --> 00:09:14,365 assessor values, 260 00:09:14,720 --> 00:09:16,639 the way in which we operate as leaders 261 00:09:16,639 --> 00:09:18,879 and individuals and how we conduct ourselves in 262 00:09:18,879 --> 00:09:19,540 the workplace. 263 00:09:20,240 --> 00:09:22,879 And and we try to encourage behaviors that 264 00:09:22,879 --> 00:09:25,379 fit around those values by, again, having 265 00:09:26,000 --> 00:09:28,639 touch points and, moments in time in the 266 00:09:28,639 --> 00:09:29,139 organization 267 00:09:29,840 --> 00:09:31,274 where we recognize 268 00:09:31,575 --> 00:09:34,615 catching people doing things right that honor those 269 00:09:34,615 --> 00:09:35,115 values, 270 00:09:35,735 --> 00:09:38,294 and then we celebrate that. So we try 271 00:09:38,294 --> 00:09:40,235 to kind of weave those opportunities 272 00:09:40,774 --> 00:09:43,674 into a regular cadence so they become intentional. 273 00:09:44,290 --> 00:09:46,529 So we're not just hoping that people live 274 00:09:46,529 --> 00:09:48,389 by the values and that we uphold 275 00:09:48,929 --> 00:09:51,250 our mission and our vision. We talk about 276 00:09:51,250 --> 00:09:52,929 our mission, our vision at the beginning of 277 00:09:52,929 --> 00:09:55,490 every meeting. We reconnect back to why we're 278 00:09:55,490 --> 00:09:57,914 here. We're here support our doctors and help 279 00:09:57,914 --> 00:09:59,434 them be the very best they can be 280 00:09:59,434 --> 00:10:00,254 in their practices. 281 00:10:01,034 --> 00:10:02,714 And then we talk about how we do 282 00:10:02,714 --> 00:10:03,934 that through our values, 283 00:10:05,274 --> 00:10:08,154 how we collaborate, how we communicate, how we 284 00:10:08,154 --> 00:10:11,129 celebrate, and then we we recognize people when 285 00:10:11,129 --> 00:10:12,269 they do things well 286 00:10:12,649 --> 00:10:14,429 and call that out and celebrate 287 00:10:14,809 --> 00:10:16,570 kind of that. And that's the way I 288 00:10:16,570 --> 00:10:18,990 think you can help in an organization 289 00:10:20,250 --> 00:10:21,470 continue to proliferate 290 00:10:21,945 --> 00:10:23,245 a purposeful culture, 291 00:10:24,024 --> 00:10:26,184 the one that you intend, and and you 292 00:10:26,184 --> 00:10:27,625 don't end up with the one that you 293 00:10:27,625 --> 00:10:31,085 get that just organically evolves. You actually purposely 294 00:10:31,144 --> 00:10:32,205 create a culture. 295 00:10:33,384 --> 00:10:35,384 Yeah. And I imagine those calling out those 296 00:10:35,384 --> 00:10:38,200 concrete examples is just so so important. Just, 297 00:10:38,200 --> 00:10:39,879 like, I yeah. On a on a couple 298 00:10:39,879 --> 00:10:41,960 levels, of course, people like like to be 299 00:10:41,960 --> 00:10:44,120 called out, but then people have concrete examples 300 00:10:44,120 --> 00:10:45,340 that they can point to, 301 00:10:46,360 --> 00:10:48,440 ideas that that, this is what it means 302 00:10:48,440 --> 00:10:50,375 to embody these values. So that makes a 303 00:10:50,375 --> 00:10:51,595 lot of sense, Kirsty. 304 00:10:51,975 --> 00:10:54,134 It does. And, you know, our CEO is 305 00:10:54,134 --> 00:10:55,754 is Pat Bauer, a phenomenal, 306 00:10:56,375 --> 00:10:57,434 leader in the industry, 307 00:10:58,134 --> 00:11:00,235 and he's incredibly personal. 308 00:11:01,095 --> 00:11:03,149 He makes a really big effort to get 309 00:11:03,149 --> 00:11:04,910 to know as many colleagues in our business 310 00:11:04,910 --> 00:11:05,570 as possible. 311 00:11:06,029 --> 00:11:07,550 And, you know, we have fun with this. 312 00:11:07,550 --> 00:11:09,250 You know, we have pats on the back, 313 00:11:09,710 --> 00:11:11,950 play on words, and these are the these 314 00:11:11,950 --> 00:11:14,450 are the mechanics that we use to celebrate 315 00:11:14,509 --> 00:11:16,815 people living those values day in, day out. 316 00:11:17,054 --> 00:11:17,554 So, 317 00:11:18,174 --> 00:11:20,414 you can have fun with recognition in your 318 00:11:20,414 --> 00:11:22,174 organization. You know? It doesn't have to be 319 00:11:22,174 --> 00:11:23,715 a stuffy structured program. 320 00:11:24,654 --> 00:11:26,414 So we, you know, we really try hard 321 00:11:26,414 --> 00:11:28,815 to kind of make it quite free, quite 322 00:11:28,815 --> 00:11:31,054 easy for people to recognize others, give them 323 00:11:31,054 --> 00:11:33,360 pat on the back, celebrate successes, 324 00:11:34,139 --> 00:11:37,100 and, it it it works well. People love 325 00:11:37,100 --> 00:11:37,919 it, and 326 00:11:38,459 --> 00:11:39,199 they naturally 327 00:11:39,579 --> 00:11:41,199 they naturally fall into 328 00:11:41,980 --> 00:11:44,949 celebrating others when they're celebrating themselves. Themselves. So 329 00:11:44,949 --> 00:11:46,691 it really proliferates more of that kind of 330 00:11:46,691 --> 00:11:47,894 culture intentionally. Right. Right. Well, 331 00:11:48,754 --> 00:11:50,274 I appreciate you sharing those details with us. 332 00:11:50,274 --> 00:11:52,514 I wanna 0 in here on on employee 333 00:11:52,514 --> 00:11:54,214 well-being and mental health, 334 00:11:54,595 --> 00:11:56,914 which, of course, you know, rightly so have 335 00:11:56,914 --> 00:11:57,414 become 336 00:11:59,220 --> 00:12:00,759 increasingly important in the workplace. 337 00:12:01,620 --> 00:12:03,139 Can can you share some of the specific 338 00:12:03,139 --> 00:12:05,860 initiatives Heartland has implemented to to prioritize the 339 00:12:05,860 --> 00:12:08,259 overall-being of its employees and to support folks' 340 00:12:08,259 --> 00:12:09,000 mental health? 341 00:12:09,779 --> 00:12:11,299 Yes. I mean, we have, 342 00:12:12,215 --> 00:12:14,315 a Commit to Fit wellness programme, 343 00:12:14,695 --> 00:12:16,535 so that's how we've branded it in in 344 00:12:16,535 --> 00:12:18,875 our organisation. And we've got lots of resources 345 00:12:19,095 --> 00:12:21,835 available in that Commit to Fit programme that 346 00:12:22,294 --> 00:12:23,195 relate to 347 00:12:23,654 --> 00:12:25,355 physical, mental, or financial 348 00:12:25,654 --> 00:12:26,154 well-being. 349 00:12:26,769 --> 00:12:28,529 And then, of course, we have an employee 350 00:12:28,529 --> 00:12:30,049 assistance program. So, 351 00:12:30,529 --> 00:12:32,529 we purposely go out to try and help 352 00:12:32,529 --> 00:12:33,029 people 353 00:12:33,409 --> 00:12:36,529 and educate on being conscious of the level 354 00:12:36,529 --> 00:12:39,554 of stress and burnout and risk of that 355 00:12:40,115 --> 00:12:42,294 and and direct people towards resources 356 00:12:42,674 --> 00:12:43,575 that can help. 357 00:12:44,674 --> 00:12:47,315 We also have kind of targeted programs to 358 00:12:47,315 --> 00:12:50,115 support people in areas of impact that we 359 00:12:50,115 --> 00:12:52,514 know will really resonate for our workplace. Things 360 00:12:52,514 --> 00:12:52,950 like, 361 00:12:53,509 --> 00:12:56,790 expert led 1 on 1 virtual exercise therapy 362 00:12:56,790 --> 00:12:58,330 that we do at the front of meetings 363 00:12:59,029 --> 00:13:01,049 and, to try and reverse musculoskeletal 364 00:13:01,750 --> 00:13:02,250 issues, 365 00:13:03,429 --> 00:13:03,910 or, 366 00:13:04,710 --> 00:13:07,610 we have a certified instructor led diabetes prevention 367 00:13:07,669 --> 00:13:09,465 course that we offer to people who are 368 00:13:09,465 --> 00:13:11,085 at risk of that that we know through 369 00:13:11,305 --> 00:13:12,365 our medical programs. 370 00:13:12,745 --> 00:13:14,745 And these are these are programs we offer 371 00:13:14,745 --> 00:13:17,404 that are a 100% subsidized by our company, 372 00:13:17,465 --> 00:13:20,024 no charge to our participants, but really geared 373 00:13:20,024 --> 00:13:20,524 towards 374 00:13:20,904 --> 00:13:23,565 helping people commit to be well and fit 375 00:13:24,029 --> 00:13:26,029 and, help them get back on track when 376 00:13:26,029 --> 00:13:28,269 they they're under stress and under pressure in 377 00:13:28,269 --> 00:13:28,929 the organization. 378 00:13:30,669 --> 00:13:32,509 And and when you're feeling well and fit, 379 00:13:32,509 --> 00:13:33,870 you're feeling better in general. 380 00:13:34,589 --> 00:13:35,089 So 381 00:13:35,470 --> 00:13:37,629 those go hand in hand. Can you talk 382 00:13:37,629 --> 00:13:39,329 also a bit about how, 383 00:13:40,165 --> 00:13:42,004 Heartland, you're you're working to foster a more 384 00:13:42,004 --> 00:13:44,884 inclusive and equitable environment for for all employees? 385 00:13:44,884 --> 00:13:46,804 This, of course, has has taken on added 386 00:13:46,804 --> 00:13:48,725 importance over the years. Can you share some 387 00:13:48,725 --> 00:13:50,024 some details about that? 388 00:13:50,965 --> 00:13:51,764 Yes. So, 389 00:13:52,404 --> 00:13:54,325 it it it very much starts with education 390 00:13:54,325 --> 00:13:56,100 and training on that. You know, you have 391 00:13:56,100 --> 00:13:57,559 to have those kind of, 392 00:13:58,259 --> 00:14:00,360 programmes in place. We have 393 00:14:00,820 --> 00:14:03,779 diversity and inclusion, equity and inclusion training. We 394 00:14:03,779 --> 00:14:05,540 offer it to all of our team members, 395 00:14:05,540 --> 00:14:07,160 all of our supported doctors, 396 00:14:07,634 --> 00:14:10,215 and we focus very heavily on inclusion, 397 00:14:10,595 --> 00:14:11,335 on belonging, 398 00:14:12,115 --> 00:14:13,894 on professional conduct. 399 00:14:14,835 --> 00:14:17,235 We consider all of that in our hiring 400 00:14:17,235 --> 00:14:19,394 practices and the way in which we conduct 401 00:14:19,394 --> 00:14:20,615 ourselves in meetings. 402 00:14:21,149 --> 00:14:23,149 And we have a number of employee led 403 00:14:23,149 --> 00:14:23,649 communities, 404 00:14:24,429 --> 00:14:26,750 our version in Heartland of what many companies 405 00:14:26,750 --> 00:14:28,289 called employee resource groups, 406 00:14:28,669 --> 00:14:30,429 and they play a really pivotal role in 407 00:14:30,429 --> 00:14:33,870 shaping our diversity, equity, and inclusion initiatives throughout 408 00:14:33,870 --> 00:14:36,429 the company. We've got lots of active employees 409 00:14:36,429 --> 00:14:38,875 that participate in those particular communities, 410 00:14:39,575 --> 00:14:41,914 and they're really essential in sort of fostering 411 00:14:42,774 --> 00:14:46,934 personal and professional development while creating this very 412 00:14:46,934 --> 00:14:47,995 inclusive culture. 413 00:14:49,220 --> 00:14:52,039 So we've been really successful with those communities, 414 00:14:52,179 --> 00:14:54,500 and we continue to add more as we 415 00:14:54,500 --> 00:14:57,620 see opportunity arise and and employees kind of 416 00:14:57,620 --> 00:14:59,720 ask for different types of, 417 00:15:00,579 --> 00:15:03,195 communities to be considered. And we're, you know, 418 00:15:03,195 --> 00:15:05,134 very much employee led on this 419 00:15:05,514 --> 00:15:07,595 and go where our employees want us to 420 00:15:07,595 --> 00:15:08,095 be. 421 00:15:08,394 --> 00:15:10,634 But we celebrate diversity as a core aspect 422 00:15:10,634 --> 00:15:12,714 of our culture. It's a core to our 423 00:15:12,714 --> 00:15:15,195 living values, and we kind of recognize and 424 00:15:15,195 --> 00:15:17,434 honor diversity through a number of events over 425 00:15:17,434 --> 00:15:17,850 the year, 426 00:15:18,809 --> 00:15:19,629 through communication, 427 00:15:20,009 --> 00:15:20,750 through storytelling, 428 00:15:21,370 --> 00:15:23,529 and we try to make diversity very much 429 00:15:23,529 --> 00:15:26,329 part of our supported doctor and our our 430 00:15:26,329 --> 00:15:28,269 team member kind of working life. 431 00:15:29,049 --> 00:15:32,169 So we're constantly considering how we can help 432 00:15:32,169 --> 00:15:35,154 promote this, how we can help employees engage, 433 00:15:35,695 --> 00:15:37,634 learn more, educate themselves, 434 00:15:38,014 --> 00:15:38,514 participate, 435 00:15:39,215 --> 00:15:42,654 and really grow diversity of thinking and inclusion 436 00:15:42,654 --> 00:15:44,355 and equity within our organization. 437 00:15:45,709 --> 00:15:48,029 Kirsty is struck by throughout this conversation just 438 00:15:48,029 --> 00:15:50,110 how much of what we've talked about today 439 00:15:50,110 --> 00:15:52,429 really depends on that that two way, that 440 00:15:52,429 --> 00:15:55,069 open communication with with team members. Right? It 441 00:15:55,069 --> 00:15:56,909 just seems like there's that that is just 442 00:15:56,909 --> 00:15:59,549 a part of Heartland's DNA. Am I correct 443 00:15:59,549 --> 00:16:00,850 in assessing it that way? 444 00:16:01,254 --> 00:16:03,894 Yeah. I think you're absolutely right. Open and 445 00:16:03,894 --> 00:16:04,794 honest communication 446 00:16:05,894 --> 00:16:06,394 is 447 00:16:06,695 --> 00:16:08,294 no one would ever argue that's not the 448 00:16:08,294 --> 00:16:09,274 right way to go. 449 00:16:09,735 --> 00:16:12,394 But we really do believe that if employees 450 00:16:12,534 --> 00:16:13,034 understand, 451 00:16:13,429 --> 00:16:16,149 if they can appreciate the thought process that 452 00:16:16,149 --> 00:16:17,209 goes into considering 453 00:16:18,149 --> 00:16:20,089 these kind of programmes, initiatives, 454 00:16:20,709 --> 00:16:22,889 even sharing our results, our data, 455 00:16:23,429 --> 00:16:25,750 we, you know, we share transparently with our 456 00:16:25,750 --> 00:16:26,889 doctors in the organisation 457 00:16:27,815 --> 00:16:28,315 financial 458 00:16:28,695 --> 00:16:29,195 information. 459 00:16:29,735 --> 00:16:32,134 We believe this makes people better. Like, if 460 00:16:32,134 --> 00:16:34,134 they understand it, if they know where they 461 00:16:34,134 --> 00:16:35,195 can go for help, 462 00:16:35,654 --> 00:16:37,815 if they understand how decisions are made and 463 00:16:37,815 --> 00:16:40,054 and the kind of considerations that go into 464 00:16:40,054 --> 00:16:40,455 that, then, 465 00:16:41,579 --> 00:16:44,319 that level of understanding and appreciation and respect 466 00:16:44,940 --> 00:16:46,639 tends to be much higher. 467 00:16:47,019 --> 00:16:49,600 And, it works very well for Heartland. 468 00:16:50,779 --> 00:16:52,699 And and, Kirsty, one final question for you 469 00:16:52,699 --> 00:16:54,079 today before I let you go. 470 00:16:54,414 --> 00:16:57,215 You know, being chief human resources officer, you're 471 00:16:57,215 --> 00:16:59,615 obviously sitting a very important seat in terms 472 00:16:59,615 --> 00:17:00,274 of supporting 473 00:17:00,654 --> 00:17:01,154 employees. 474 00:17:01,535 --> 00:17:02,894 What are you looking, what are you focused 475 00:17:02,894 --> 00:17:04,654 on in the future? Looking ahead in terms 476 00:17:04,654 --> 00:17:06,414 of thinking about how you continue to enhance 477 00:17:06,414 --> 00:17:07,154 and support, 478 00:17:07,615 --> 00:17:11,109 development opportunities available to Heartland Dental employees. Can 479 00:17:11,109 --> 00:17:12,470 you talk about what you're focused on in 480 00:17:12,470 --> 00:17:13,049 the future? 481 00:17:13,829 --> 00:17:16,710 Yes. Well, such a huge part of our 482 00:17:16,710 --> 00:17:19,910 industry is related to development, whether that be 483 00:17:19,910 --> 00:17:22,230 personal development or professional development. So we have 484 00:17:22,230 --> 00:17:24,950 an ethos at Heartland of always learning, always 485 00:17:24,950 --> 00:17:25,450 leading. 486 00:17:26,184 --> 00:17:26,924 We launched, 487 00:17:27,785 --> 00:17:31,065 almost a year ago now, our Heartland Dental 488 00:17:31,065 --> 00:17:31,565 University, 489 00:17:31,945 --> 00:17:32,424 and, 490 00:17:32,825 --> 00:17:35,945 it's been incredibly successful. We offer a whole 491 00:17:35,945 --> 00:17:39,465 variety of educational opportunities to help people personally 492 00:17:39,465 --> 00:17:40,559 and professionally develop. 493 00:17:41,039 --> 00:17:42,980 And those kind of opportunities span 494 00:17:43,440 --> 00:17:47,120 business, leadership, and clinical topics. And they're offered 495 00:17:47,120 --> 00:17:49,920 to clinical and nonclinical team members so they 496 00:17:49,920 --> 00:17:50,660 can really, 497 00:17:51,519 --> 00:17:53,140 fulfil their career aspirations 498 00:17:53,845 --> 00:17:56,485 at Heartland and and excel in their delivery 499 00:17:56,485 --> 00:17:57,625 of care for patients. 500 00:17:58,245 --> 00:18:00,485 So we've had tremendous success, but this is 501 00:18:00,485 --> 00:18:02,485 just a flywheel that we want to keep 502 00:18:02,485 --> 00:18:05,384 on spinning upwards. We we delivered 503 00:18:06,299 --> 00:18:07,519 over 86,000 504 00:18:07,900 --> 00:18:09,519 instructor led and virtual, 505 00:18:10,059 --> 00:18:12,640 led training completions over the last year, 506 00:18:12,940 --> 00:18:15,039 and we we achieved an impressive 507 00:18:15,340 --> 00:18:15,840 employee, 508 00:18:16,700 --> 00:18:18,720 net promoter score of 65.5% 509 00:18:20,335 --> 00:18:23,875 on those educational programmes, which far exceeds industry 510 00:18:23,934 --> 00:18:27,295 standards of how employees tend to rate their 511 00:18:27,295 --> 00:18:28,914 training and development programmes. 512 00:18:29,295 --> 00:18:30,975 So we're really happy with that level of 513 00:18:30,975 --> 00:18:31,955 positive feedback. 514 00:18:32,539 --> 00:18:34,480 We are delivering over 50,000 515 00:18:34,940 --> 00:18:35,759 CE hours, 516 00:18:36,779 --> 00:18:39,259 to our professionals in our business, and it's 517 00:18:39,259 --> 00:18:42,460 really important to me that our employees continue 518 00:18:42,460 --> 00:18:44,779 to grow and develop their skills in their 519 00:18:44,779 --> 00:18:47,444 existing role. They continue to think ahead about 520 00:18:47,684 --> 00:18:49,784 how they can develop and grow their careers 521 00:18:50,244 --> 00:18:52,724 and that we continue to attract candidates that 522 00:18:52,724 --> 00:18:54,804 know that if they choose Heartland as a 523 00:18:54,804 --> 00:18:56,345 destination place to work, 524 00:18:56,724 --> 00:18:59,224 they will have a really full and fulfilling 525 00:18:59,444 --> 00:19:00,585 career at Heartland 526 00:19:01,079 --> 00:19:04,359 through these types of development opportunities that we 527 00:19:04,359 --> 00:19:06,839 so carefully put together and curate for them. 528 00:19:06,839 --> 00:19:07,339 So 529 00:19:07,799 --> 00:19:09,659 that's very much my top priority 530 00:19:10,039 --> 00:19:12,759 and something that we're very excited about at 531 00:19:12,759 --> 00:19:13,259 Heartland. 532 00:19:14,975 --> 00:19:16,575 Exciting to hear about all all the work 533 00:19:16,575 --> 00:19:18,255 you're doing at Heartland, Kirsty. Thank you so 534 00:19:18,255 --> 00:19:20,275 much for for coming on the podcast today. 535 00:19:20,735 --> 00:19:22,495 You're very welcome, Brian. It's been great to 536 00:19:22,495 --> 00:19:23,475 talk to you today. 537 00:19:23,934 --> 00:19:26,174 And I'd also like to thank Heartland Dental 538 00:19:26,174 --> 00:19:27,795 for sponsoring today's conversation. 539 00:19:28,291 --> 00:19:29,971 For our listeners, thank you for joining us, 540 00:19:29,971 --> 00:19:31,491 and please be sure to check out other 541 00:19:31,491 --> 00:19:33,811 Becker's podcasts. Have a wonderful rest of your 542 00:19:33,811 --> 00:19:34,311 day.