Tips to Conduct a Meaningful Exit Interview

Exit interviews are a crucial element of an employee’s departure process. When conducted effectively, they offer valuable insights into the employee experience, workplace culture, overall morale. These interviews also highlight areas where senior care communities can enhance retention efforts. In the current healthcare landscape, the importance of exit interviews has never been greater.

Read on to learn strategies for conducting an effective exit interview and how to get the most value from this process.

Why Exit Interviews Matter

Jon Morgan, CEO and Editor-in-Chief of Venture Smarter

While exit interviews have always provided valuable information about employee morale and satisfaction, their value has increased. “In the face of staffing shortages, [exit interviews] have become a crucial source of insights into why talented employees choose to leave,” says Jon Morgan, CEO and Editor-in-Chief of Venture Smarter. “This insight is invaluable in understanding the root causes of staff turnover, whether it be burnout, dissatisfaction with the culture, or feelings of inadequacy in meeting job demands. By identifying these issues early, senior care communities can address them before losing more valuable team members.”

Henry Lukenge, founder at Nexim, highlights the fact that exit interviews can also benefit departing staff members. “Exit interviews give departing employees the opportunity to share their thoughts and experiences in an organized manner,” he says. “This can provide the employees with closure and the knowledge that their feedback may assist in improving the workplace going forward.”

The benefits of exit interviews also extend beyond the staff. “It’s important to remember that happy employees lead to happier residents,” says Morgan. “When caregivers feel unsupported or frustrated, it can directly impact the quality of care they provide.” Senior care communities can use exit interviews to uncover any such concerns early on, allowing them to implement necessary changes to improve the resident experience.

Exit Interview Structure and Scheduling

Henry Lukenge, founder at Nexim

Exit interviews should be kept confidential and non-confrontational, says Lukenge. The interviews should be scheduled close to the employee’s departure date, but should take place while the employee is still working.

When structuring the interview, Morgan encourages communities to avoid the traditional questionnaire format. “Instead, treat the interview as a dialogue, encouraging open-ended responses focused on understanding the reasons behind the employee’s decision to leave,” he recommends. “Questions like, ‘What led you to decide to move on?’ and ‘Were there aspects of the job that made it difficult for you to find fulfillment?’ can provide deep insights.”

Morgan recommends that someone neutral, such as an HR representative or an external consultant, lead the exit interview. “This neutral presence helps ensure the employee feels safe enough to share honest feedback,” he says.

Effective Exit Interview Questions

Senior care communities should put ample time and thought into identifying appropriate questions before the interview. The quality of the questions can set the tone for the effectiveness of the interview. Lukenge encourages communities to ask questions that explore common themes of job dissatisfaction, workplace atmosphere, and opportunities to make tangible improvements within the community, such as:

• Please describe any operational challenges that affected your ability to perform your role effectively. Do you have any suggestions as to how these could be addressed?
• Were there any aspects of the work environment that negatively impacted your job performance or affected morale? Could you provide specific examples?
• Did you feel supported by management to share concerns? Are there any ways we could improve this support?

When asking the questions, it’s important to be open to the employee’s feedback. “Responding defensively to criticism can hinder honesty and reduce the benefits of the session,” says Lukenge.

Morgan highlights the importance of expressing gratitude to the employee for their time and dedication. “Even in the context of resignation, ending on a positive note is crucial,” he says.

How to Maximize the Value of an Exit Interview

Lukenge recommends that a senior care community’s leadership team analyze the information from an interview to look for trends that could guide future decisions. “This could include creating employee engagement programs, updating training protocols, or adjusting compensation packages,” he says.

He notes that senior care communities should consider exit interviews to be part of their ongoing strategy of continuous improvement. “Regular evaluation of exit interview responses and current employee satisfaction surveys, provide greater understanding that can help improve organizational culture,” Lukenge notes.

Senior care communities gain valuable information and insights from exit interviews, and that information can help boost staff and resident satisfaction, improve retention, and more. Carefully structuring the interviews and choosing appropriate, helpful questions can maximize their value while giving employees the opportunity to share feedback.

Paige Cerulli

Paige Cerulli is a contributing writer to i Advance Senior Care.