How FMOL Health opened a two-way conversation with 20,000+ frontline healthcare workers
Meeting nurses, physicians, and support staff at clock-in, and building one connected community across hospitals and clinics in two states
How it started
20,000 people in motion. Communication that only went one way.
FMOL Health's 20,000 team members work across 10 hospitals and numerous clinics in Louisiana and Mississippi. Their days move between patient rooms, operating rooms, emergency departments, and clinics. Corporate updates are the last thing they have time to check.
The organization relied heavily on email, but frontline staff couldn't check it during shifts and wanted a clutter-free way to stay informed on the go. The SharePoint intranet wasn't mobile-friendly, forcing people to dig for information instead of having it brought to them.
"It really wasn't connecting with our frontline workers as much as we would want it to," said Lexi Verret, Manager of Internal Communications.
Information flowed one way, with few chances to share experiences or give feedback to leadership. Staff in rural clinics felt especially cut off from the culture and community at the main hospitals.
Where they landed:
Communication built into the start of every shift.
FMOL Health didn't ask frontline workers to change their routines. It built communication into them.
"Our team members clock in every day through their computer," said Nicole Hidalgo, VP, Chief Workforce Communications and Engagement Officer. "So they log on, and they pull it up." By making TeamTalk, its Firstup-powered platform, the default homepage, FMOL Health puts updates in front of employees every time they clock in. TeamTalk also links to the tools staff uses every day, including medical records, Oracle HCM, and time cards.
The Oracle HCM integration personalizes updates by role and location. No more manual lists. No more one-size-fits-all messages.
Off the clock, the mobile app keeps people connected. With over 6,000 downloads, it has become essential for crisis communications. "We're in Louisiana and Mississippi, and we get a lot of storms," Hidalgo said. Push notifications reach team members at home, when they can't log in to a computer.
And for the first time, communication goes both ways. Comments stay open on every post, so employees can ask questions and get real-time answers. The CEO joins the conversation, making senior leadership approachable to the frontline.
Employees asked to see what was happening at other locations, and TeamTalk delivered. The Snapshots and Celebrations channel has generated more than 4,000 posts from over 650 frontline publishers, with 37% engagement. Team recognition channels spotlight successes and connect colleagues who previously had no way to interact.
"The platform has helped us build an online community that truly reflects our culture and connects people across distances. It's key to our strategy of making senior leaders more accessible and transforming how we engage with our workforce."
– Nicole Hidalgo, VP, Chief Workforce Communications and Engagement Officer, FMOL Health
The impact:
- 98% adoption across 20,000 employees
- 70% overall engagement rate, well above industry benchmarks
- 4,000+ employee posts from 650+ frontline publishers
- Rural clinic staff and hospital teams now share one connected culture
"We feel like one because that is our place to meet, connect, and communicate," Verret said.
Next, FMOL Health is automating recognition for anniversaries, certifications, and promotions, so frontline workers feel valued throughout their careers.
About
Franciscan Missionaries of Our Lady Health System
Franciscan Missionaries of Our Lady Health System (FMOL Health) is a healthcare system with 20,000 team members, including nurses, physicians, and support staff, across 10 hospitals and numerous clinics in Louisiana and Mississippi.
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