We often say at ExperiaHealth that if we had $1 to spend on patient experience we would invest it in improving the staff and physician experience. Team work and care coordination are demonstrated to have some of the highest correlations to patient satisfaction scores, and it is difficult for anyone to create a great experience when they are burnt out or unhappy.
So, just as we have feedback mechanism to capture the voice of patients and families, we believe in capturing and acting on the voice of staff and physicians on a regular basis to capture the good, the bad and the ugly. Collecting staff and physician feedback more frequently than the typical large-scale survey every 1 to 2 years enables a continuous improvement model to ensure that the good news becomes great news and the challenges become opportunities. Literature review builds the business case for this simple concept; those organizations that have higher employee satisfaction and engagement have higher profitability. So, in essence, by capturing the voice of your workforce, you are:
The vast majority of Healthcare organizations struggle with capturing the voice of their staff and physicians. You’re probably thinking. How can we drive change if we only capture insights yearly? Yep, that’s the rub. At ExperiaHealth, we use a simple 4 question ‘Pulse Survey’ that can be used quarterly to assess staff loyalty and engagement. Through our work with over 25 organizations (of all shapes and sizes), we’ve asked those questions to over 2500 staff and physicians. You’d be amazed how much insight can be gleaned from a simple Pulse Survey.
The Pulse survey uses Bain and Company’s Net Promoter® methodology to measure loyalty, by asking staff and physicians to answer two questions on a 0-10 point scale (0-Highly Unlikely to 10-Extremely Likely).
The rich insights that come from the verbatim responses on the survey are simple, actionable pieces of advice for improving the work environment. The organizations currently using this approach are seeing cultural transformation that results in improved employee engagement and patient satisfaction, a result of making your teams feel heard and empowered. A simple survey with a powerful outcome.
To learn more about ExperiaHealth and our approach for Experience Transformation visit us at www.experiahealth.com.