Patient satisfaction is a critical business issue for today’s healthcare organizations. Now that Value-Based Purchasing (VBP) ties patient satisfaction scores to government reimbursement, healthcare organizations are focused on finding ways to improve the patient experience – and engaging hospital employees is one of the best ways to do this. Employees serve as a healthcare organization’s brand ambassadors. As a result, it’s important for all employees to embrace hospitality principles and adhere to facility policies in order to ensure a safe and secure, patient-centric environment.
A patient who gets sick from a healthcare-acquired infection while in your hospital is obviously not going to have a satisfactory experience. You need to know the employees in your facility are properly trained, have the necessary immunizations and understand your organization’s policies. By using IntelliCentrics SEC3URETM, the first all-in-one credentialing and privileging service, you can ensure every staff member in your facility, both medical and non-medical, has gone through a thorough, but relevant, screening and verification process.
Once you know your staff is fully-qualified, you need to create a sense of accountability in all employees. Staff need to feel personally responsible for improving patient safety and increasing patient satisfaction. Accountable employees will take the necessary steps to safeguard patients and improve the patient experience, from the large initiatives like using proper aseptic techniques to the small tactics like introducing themselves when they enter patient rooms and keeping hallways quiet so patients can sleep at night.
Adaptive Design takes this sense of accountability to the next level by empowering frontline workers to find solutions to ongoing problems. The frontline employees are the people who have the most understanding of the work being done, so they should be involved in the decisions and changes.
This concept is based on the belief there is too much available data in today’s work environment and giving frontline employees the authority to find solutions will help eliminate bottlenecks. As Lindsey Dunn explains in a blog for Becker’s Hospital Review, “Organizations that use adaptive design don’t spend hours and hours deciding which process improvement project to tackle next, based on ROI or other factors. Instead, they tackle the next problem they come across, no matter how big or small. As a result, the organization adapts, instead of planning how to adapt.”
Not surprisingly, Adaptive Design results in high job satisfaction among employees because they feel valued and can put their knowledge and skills to use. Engaged employees make fewer mistakes and are more likely to have a positive attitude, which ultimately improves patient satisfaction. A study that looked at 34 community hospitals that earned the Malcolm Baldrige Award suggests the single-biggest factor in patient satisfaction is hospital employee morale.
Hospitals and healthcare organizations need to partner with their employees, not only to improve the patient experience, but to create a safe and secure environment. This will not only improve the bottom line, but will increase employee morale and customer loyalty.

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