Monday, June 14, 2010

If You Run a Hospital, You Need Better Employee Engagement

The 2010 Hospital Pulse Report: Employee and Nurse Perspectives on American Health Care was recently released by Press Ganey Associates, and it should serve as a wake up call to hospital administrators.

The report, which surveyed the experiences of more than 235,000 employees at nearly 400 U.S. hospitals, tells us that 45% of hospital workers -- almost half! -- consider themselves "distanced from or discontent with their current work."

Even more troubling, those working closest to patient care have the lowest partnership scores. In other words, these employees are the least likely to feel satisfied and engaged with their organization.


The report goes on to tell us that, not surprisingly, there is a strong correlation between patient satisfaction and employee partnership.

Now let's complete the circle: If employees are not engaged and satisfied, patient satisfaction suffers. And we all know that low patient satisfaction equals declining admissions, erosion of brand equity, and loss of market share.

Times are tough. Money is not easily or readily available for things that are not considered "essential" at hospitals. But the fact remains that hospital leaders need to look to employee engagement and satisfaction as a primary driver of patient satisfaction and perception of quality care.

Those hospitals that provide the best environment for employees will reap the reward of better patient care -- and increased revenues.

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