Eva Fernández Aparicio - Sanitas-People: Talent & Leadership for Bupa Europe & Latin America

How to face certain challenges after the pandemic. For us, as a health company, it had a big impact, particularly in one of our businesses, which is the care homes for the elderly. The teams had suffered a lot of attrition, especially the social workers, who are a crucial group for many reasons.

The social worker in a care home is a critical role; she is the first contact that relatives have when they take their relative to the care home. They are people of reference even during the stay because they keep track of everything, compliance with protocols, procedures with social services and with the administrations.

That is why, after the pandemic, it was essential to work with them, because they were suffering from severe exhaustion and lack of energy, they needed to regain strength and gradually return to a normal day-to-day life.

There are 52 workers, the majority of whom are women. We have 43 residences, 4 day centres and a presence in 17 provinces. It is a collective spread throughout Spain and we work with all of them.

In all the projects we work on, we are in a very transversal way. On the business side, there is the management committee, in this case the territorial and HR committees with People Mayores and the corporate committee.

We asked them directly what their availability was, when the training would be best for them, what kind of format and at what time, because they have a very complicated day-to-day life. We did what most of them asked us to do.

We succeeded because of their choice of themes and the format.

The first point of engagement was to ask them directly where their need was, what they wanted to work on, and what was going to help them and add value to their day-to-day work. We asked a representative sample and from there we asked the whole collective. We used a form to find out which topics were of interest. This was the first hook, the contents. We worked on emotional management, trust, conflict management, the link with families, to accompany them in times of grief and guilt, so common for them, when someone dies.

And the format, very cool. On the one hand, they had these contents all together and then worked on them in mini-groups with a specialist coach and saw the transfer to the post.

What they valued most was the possibility of getting to know other colleagues who work geographically far away. And also, that spaces were created to share experiences, to design strategies together for complex situations.

It was also very useful for them to be able to reflect on issues that they had been dealing with automatically and that they now knew how to deal with emotionally, to give themselves the space to become aware of what is happening, to give way to emotions and to manage them. Changing the striving for excellence. The aim of the project is to promote empathy, empathy, non-judgement and the need to see the problems from the perspective of the need to add up.

Another point that was highly valued is the reconnection with their vocation. She is a very vocational professional. Recognize the value of her work, what it means and the impact it has for the company, families and individuals.

Another of our successes was to include a 100% face-to-face closing, very experiential. We gathered all the learning that had been incorporated virtually, and they were telling us how they had taken it to the workplace. There was a lot of connection, a lot of synergy among them about how they were applying it, what was working for them, what was helping them. So they not only took away the most formative part, but also the experiences of their colleagues. This face-to-face brooch had a great impact. The proof is in the final grade of the satisfaction questionnaire of 4.9 for content and methodology and 5 out of 5 for general evaluation. These are extraordinary results, in a group that is not used to this type of training, with such intensity.

When we thought about the partnership with you, it was clear to me. Especially when we identified the specific needs. By including so much related to issues of emotional management, of accompaniment, EEC seemed to me to be the best option. And then, how was the co-creation, the tailor-made, meticulous work, your listening. And of course, the flexibility. Adapting the program to the needs that arose, following the feedback, the satisfaction surveys. Having a partner who understands you, who helps you sell the project inside is extraordinary.

We would also like to highlight your marketing of the program and the design of the logo. The technical support, up-to-the-minute attention. You are a global partner, very complete.