How Increased Patient Satisfaction Scores Leads to Employee Engagement

This post is the 1st in a series of eight blog posts about engaging employees in the healthcare industry.

The healthcare industry as a whole has unique day to day struggles that no other industry faces. Due to new healthcare legislation, patient satisfaction and quality scores are now directly linked to Medicare & Medicaid reimbursements, thus, the overall profitability of the facilities.

The question then becomes:

how does a healthcare facility increase their patient satisfaction scores?

How to Increase Patient Satisfaction Scores in Your Healthcare Facility

PatientSatisfactionScores

The great news is that increased employee engagement is directly linked to increased patient satisfaction scores. This means that by investing in your employees, you are ultimately investing in your organization. But how can that be achieved? We all like to think that human beings, in general, want to do their best, be successful and contribute to the goal of the organization to which they are committed. While it is certainly true that many employees are intrinsically motivated, it is not, on its own, enough to drive behavior. 

Author Vickie Hess, R.N., writes in her book, “6 Shortcuts to Employee Engagement: Lead & Succeed in a Do-More-with-Less World”, that it Takes 3™ levels of commitment to achieve true employee engagement throughout an organization.

1. A Commitment to the Organization at a Strategic Level

2. A Commitment from Leaders at a Tactical Level

3. A Commitment from Employees at a Personal Level. 

When employees see team leaders and management getting involved in employee engagement, greeting patients at the front door, and demonstrating the objectives of the organization, employees begin to realize that they are a part of something bigger. Their day-to-day work is more than just clocking in and clocking out. They embrace the responsibility on both an individual and organizational level. Additionally, engaged employees tend to be more loyal to their employers; they are more likely to go above and beyond and frequently do more than what is asked of them.

Employees with a high level of engagement share their passion for the organization through their everyday work. Patients and residents alike can sense an employee who is engaged and one that is not, which will ultimately be illustrated through patient satisfaction survey responses. 

Commit to a Culture of Engagement

Employers must commit to changing their company culture to a winning, engaged environment where their employees are encouraged, recognized and rewarded for going the extra mile and for living the values of the organization.

There are many ways to recognize and appreciate employees and create a culture of engagement. From strategic points-based total recognition programs to something as simple as an eCard, the sky is the limit with your expressions of recognition! For example, one company with several different locations held a contest and the location that had the highest patient satisfaction score for the quarter had a facility-wide pizza party. Moreover, the owner of the company sat down and had lunch with them. It was not about the pizza; it was about what they achieved and the recognition they received from the owner of the company. Everyone wins!

Tips to Engage Healthcare Team

At C.A. Short Company, we are your partner for increased employee engagement resulting in increased performance outcomes to grow your bottom line. Our process and research-based platform help you engage your team in order to increase your bottom line, motivate your staff to the benefit of the entire organization and reward your people for the positive changes they make. To request a Complimentary Consultation, please click here. 

Topics: Employee Engagement, Healthcare

Jeff Ross, CPA, CRP, CSM

About the Author
Jeff Ross, CPA, CRP, CSM

CEO & CFO
Mr. Ross, a certified public accountant, joined the C.A. Short Company as its controller in June 1993 and was named Chief Financial Officer in November 1996. From there, Jeff was promoted to President and Chief Financial Officer, and in 2017, was appointed CEO. Before joining C.A. Short Company, Ross was employed as an accountant by Hausser + Taylor, a large public accounting and consulting firm. Jeff presently serves on the Board of Directors of 2XSalt Ministries, Charlotte, NC and is a member of North Carolina Association of Certified Public Accountants, The Ohio Society of Certified Public Accountants, and American Institute of Certified Public Accountants. Mr. Ross graduated from The Ohio State University with Bachelor of Science and Bachelor of Arts degrees in 1989.

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