Employee Experience Drives Healthcare Patient Experience

Employee experience drives healthcare patient experience, contributing to employee retention and improvement of the services provided. 

While there are many factors healthcare practices can focus on if they want to make a difference in their patients’ lives, there are certain systems they can develop to foster respect, safety, and engagement among their workforce. 

Let’s take a look at what healthcare providers can do to contribute to the development of their hospitals while also ensuring they become healthcare leaders. 

How employee engagement drives patient experience 

Top-performing business groups with high employee engagement have significantly stronger customer experience metrics. In healthcare, this alignment is striking, highlighting the importance of maximizing healthcare employee experience to foster engaged and dedicated staff, consequently improving patient perceptions and the overall quality of care. 

 While doctors play a crucial role, the majority of patient interactions involve healthcare workers such as nurses and hospital staff. The correlation between employee satisfaction and patient satisfaction is evident, as engaged healthcare employees invest emotionally in their roles, contributing to a better patient experience. 

Characteristics of an engaged employee 

Despite burdensome regulations and cost control needs, healthcare is an industry that is about people. Engaged employees connect on a personal basis, making the patient experience warmer and more positive. Here are 5 characteristics of such employees: 

1. Patient and family connection
   Engaged employees in healthcare organizations establish meaningful connections with patients and families, contributing to a warmer and more positive patient experience. Despite industry challenges, these employees prioritize personalized interactions. 
2. Lower stress, higher contentment
   Positive employee experiences lead to reduced stress levels and increased job satisfaction. Lower stress translates to more frequent patient check-ins and reduced patient anxiety, enhancing overall interactions. 
3. Supportive management
   Managers who foster positive work environments and open communication drive employee engagement. Effective communication prevents engagement decline and strengthens employees’ connection to the organization. 
4. Listening and feedback
   Clear communication and attentive listening to employee feedback reinforce engagement. Feeling heard and valued leads to invested employees who excel in their roles and willingly assist colleagues. 
5. Colleague support
   Engaged employees help colleagues and promote teamwork, creating a supportive work environment. Reduced stress and positive feelings contribute to patient-focused interactions, enhancing the patient experience. 

5 ways to increase engagement in healthcare organizations 

Use your resources to benefit your organization the best way possible by investing in employee experience, which will, in turn, lead to positive patient experiences and a healthy bottom line. Here’s how: 

1. Clear communication
   Establish open communication channels during onboarding and throughout an employee’s tenure. Clearly outline core values and expectations to provide a roadmap for successful interactions, enhancing clarity and preventing ambiguity. 
2. Manager involvement
   Tie managerial success and performance to regular communication. Engage managers in discussing and reinforcing core values, promoting good behavior, and creating opportunities for employee bonding and connection, leading to improved retention and loyalty. 
3. Employee feedback
   Involve staff in growth and change by seeking their insights on initiatives. Leverage their knowledge to identify departmental strengths and inefficiencies, fostering a sense of contribution in the employee experience and enhancing organizational efficiency. 
4. Recognition and rewards
   Implement a reward system aligned with core values to reinforce positive behaviors. Transparently evaluate performances through employee and patient feedback mechanisms. Utilize user-friendly feedback technology to gather accurate data, supporting employee experience and organizational success. 
5. Invest in employee experience
   Recognize the direct link between positive employee and customer experiences. Prioritize employee well-being and engagement to enhance patient satisfaction. As the healthcare industry faces ongoing challenges, channel resources into building a positive employee experience, thereby nurturing positive patient experiences and organizational growth. 

Conclusion 

Engaged healthcare workers – those who establish patient and family connections and exhibit lower stress levels – contribute to an elevated patient experience. This harmony between employee and patient satisfaction extends beyond individual roles to encompass supportive management, effective communication, and a culture of listening and feedback.  

By fostering communication, involving managers, seeking employee feedback, recognizing contributions, and prioritizing well-being, healthcare providers can propel both employee and patient satisfaction to new heights.  

Frequently asked questions 

What are some of the key differences employee engagement can make? 

Key differences include improved patient experience, increased employee satisfaction, and enhanced care quality. 

Is employee engagement as important in healthcare as it is in other industries? 

Yes, employee engagement is as crucial in healthcare as in other industries, influencing patient satisfaction and care outcomes. 

Does employee engagement help create new jobs? 

Yes, employee engagement is as crucial in healthcare as in other industries, influencing patient satisfaction and care outcomes. 

What’s an example of an engaged employee in healthcare? 

An engaged healthcare employee is one who establishes meaningful connections with patients, providing a warmer and positive patient experience. 

How can healthcare providers analyze employee feedback to promote diversity? 

Healthcare providers can analyze employee feedback to promote diversity by identifying inclusivity gaps and implementing targeted improvements. 

What should a data analysis report contain to increase its ability to drive improvements? 

A data analysis report should contain actionable insights, trends, and recommendations to effectively drive improvements in healthcare practices.