Workforce retention remains one of the biggest challenges facing healthcare organizations today. At CHRISTUS Santa Rosa Westover, leaders recognized that improving retention required more than filling open positions—it required creating an environment where associates could build meaningful careers.
Working alongside Morrison Healthcare, the team invested in professional development, employee engagement, and recognition programs designed to help associates grow, feel supported, and see a future within the organization. The result was a more stable workforce and a more than 40% improvement in turnover across key workforce segments.
The Challenge: How Do Healthcare Organizations Improve Frontline Employee Retention?
Frontline associates play a critical role in both patient experience and operational success. Like many healthcare organizations, CHRISTUS Santa Rosa Westover sought new ways to strengthen employee retention while creating opportunities for career advancement.
Rather than focusing on a single initiative, leaders adopted a comprehensive approach centered on employee growth, engagement, and recognition.
The Solution: A Career Ladder That Creates Growth Opportunities
One of the most impactful initiatives was the Patient Dining Associate Career Ladder.
The program provides associates with a structured path for professional development, helping them expand technical knowledge, strengthen patient-facing skills, and prepare for future leadership opportunities. By creating clear advancement pathways, the organization helps associates see how their current role can become the foundation for a long-term career.
This approach reflects a growing workforce strategy in healthcare: employees are more likely to stay when they can envision opportunities for professional growth and advancement
Building a Culture of Engagement
Career development was only one part of the retention strategy.
Leadership intentionally sought associate feedback and implemented changes based on employee input. This commitment to listening and acting on concerns helped create an environment where associates felt heard, valued, and supported.
The organization also strengthened engagement through team-building activities, leadership visibility, and informal opportunities for connection across teams.
Why Employee Recognition Matters
CHRISTUS Santa Rosa Westover reinforced its retention efforts through a strong culture of recognition.
Programs such as GEM Awards, peer recognition, Patient Service Week, Food Service Appreciation Week, holiday celebrations, and site-specific recognition events helped highlight individual contributions and celebrate team success.
These efforts support a workplace culture where employees feel appreciated for the impact they make every day.
The Results: Measurable Improvements in Retention
The combined focus on career development, engagement, and recognition produced significant results:
- More than 40% improvement in turnover.
- Steadily declining turnover trends across hourly and Patient Dining Associate populations.
- A more stable and engaged workforce.
- Stronger opportunities for internal career growth and leadership development.
Associate Spotlight
For Anthony Rodriguez, a Patient Ambassador who progressed through the program, the career ladder provided more than training—it helped shape his professional growth.
Looking Ahead
CHRISTUS Santa Rosa Westover continues to focus on strengthening early-tenure retention and expanding successful engagement strategies across frontline teams.
