How to Increase Patient Satisfaction

Written by LeAnn Thieman, CSP, June 12th, 2014

There has been lots of coverage in the media these days about employee engagement. Gallup’s “State of The American Workplace,” released earlier this year, indicated that as astounding 52% of all full-time workers in the country are not involved in or enthusiastic about their work, and an additional 18% are “actively disengaged.” That leaves about 30% of the workforce who actually enjoy the work they’re doing!

At many healthcare organizations, with all of the stress, angst and pressure associated with delivering healthcare today, there’s a good chance that this number is even lower.

The mission of healthcare is to serve patients at the most vulnerable times in their lives. The ability to deliver care that is comprehensive and compassionate is extremely critical. The emergency of HCAHPS brings the issue of patient satisfaction to the forefront making it a high priority now.

Taking care of the youngEngaged employees drive the patient experience. A caregiver who is given tools to grow strong in mind, body and spirit is more engaged, delivers better patient care, resulting in higher patient satisfaction.

According to the White House Office of Consumer Affairs, dissatisfied customers will tell nine to 15 people about their negative experience. About 13% of your dissatisfied patients will tell more than 20 people. Compare this with those happy patients who will only tell, on average, about four to six people. It’s easy to do the math.

To learn how to increase employee engagement and improve patient satisfaction scores visit SelfCare for HealthCare™. To bring this powerful program to your facility to improve nurse retention and nurse recruitment, contact me today.

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