Published in Uncategorized

Industry Spotlight: Improving Patient Satisfaction Scores and Employee Engagement in a Hospital Environment

When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people. In this environment, where patients are in pain, worried, stressed and/or in need of care and compassion, the most important thing they need in addition to medical care is a sympathetic and engaged care giver. So, to be effective, hospitals must have engaged employees, as their reputation and revenues – and their ability to mitigate risk – depend on it.

Plus, to make matters even more complicated, hospitals today are also subject to mandates such as those set forth by the Center for Medicaid and Medicare Services (CMS), the Joint Commission on Accreditation of Healthcare Organizations (JACHO), and the Health Insurance Portability and Accountability Act (HIPPA). If/whenever a representative from the CMS or JACHO shows up unannounced, a hospital must be able to provide these governing bodies with the information they need on a moment’s notice or risk potentially being fined and/or losing funding.

However, the challenge is that many hospitals – especially large hospitals – typically have several semi-autonomous departments. And during visits, patients often interact with several of them. As a result, gathering and sharing patient feedback between departments can be a challenge.

Fortunately, engagement solutions, such as those offered by Allegiance, are helping to make life easier for hospitals. These engagement solutions help provide them with the tools they need to improve their patient satisfaction scores, instantly provide information and/or reports to governing bodies, mitigate risk, and reduce employee turnover/increase employee productivity. This can be done either in conjunction with or separate from your organization’s patient satisfaction survey, like those from Press Ganey, NRC Picker or HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems).

Monica Olaff, Patient Relations Manager for Robert Wood Johnson University Hospital Hamilton (RWJ Hamilton) – a Malcolm Baldrige National Quality Award-winning medical center based in Hamilton Township, NJ that provides state-of-the-art care for more than 200,000 patients annually – says that because of the complexity of patient care, the increasing pressure on hospitals to improve their operations and meet or exceed compliance standards, it’s important for hospitals today to streamline their patient satisfaction and grievance processes, and reward and recognize exemplary employees.

“We have worked hard as an organization to streamline processes. It has been our commitment to improve our satisfaction scores and create engaged customers and employees,” Olaff says. “We have industry leading patient satisfaction scores as a result of our best practices, and the use of Allegiance Engage solutions. Ultimately, Allegiance helps us improve our satisfaction scores with the ability to resolve issues in real time and reduce employee turnover by giving our employees a voice.