1. IMPROVING EMPLOYEE SATISFACTION: A WAY TO “ALWAYS” IMPROVE PATIENT SATISFACTION AND HCAHPS SCORES Laura L. Egan Widener University Nursing Leadership for Advance Practice

2. WHAT IS OUR MISSION???  A non-profit, charitable organization  Dedicated to maintaining and improving the health of all people in Central Pennsuylvania  Values of concern, professionalism, respect, charity, collaboration, satisfaction, accountability, and safety  Vision 2017

3. FROM VOLUME-BASED TO VALUE-BASED  The American Hospital Association and industry experts project this transition as the future of health care advances into the future  Recommendation: Hospitals should modify their core model for business and service delivery to meet this demand  The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) has significantly changed how healthcare is delivered  The survey itself and public reporting has become a focal point for all hospitals

4. The Patient Comes First…  Develop a culture where the patient always comes first  High scores and “always” remarks will follow  Success may be related to employee satisfaction  Hospitals must also create a culture of employee recognition

5. EMPLOYEE SATISFACTION A strong correlation exists between employee satisfaction and patient safety, quality of care, and satisfaction

6. SHOULD THIS BE IMPLEMENTED? RISKSBENEFITS  Possible financial burden to implement employee education training  Taking time away from other priorities  May not reach some employees  Improved employee morale  Improved employee compliance  Improved employee satisfaction  Increased patient safety  May result in higher patient satisfaction scores

7. WHAT ARE THE KEYS TO EMPLOYEE SATISFACTION?  Raise Employee Engagement  Encourage Open Communication  Build Accountability  Encourage Enthusiasm

8. RAISE EMPLOYEE ENGAGEMENT  Improve Compliance  Don’t overdo the technology; keep the employee-manager relationship intact  Manage Poor Performers

9. ENCOURAGE OPEN COMMUNICATION  Can bridge the gap between ‘you vs. me’ mentality  Ensures a reliable means of relaying information and feedback  Fosters an open, safe, and trusting work environment for both employee and supervisor

10. BUILD ACCOUNTABILITY “It is that each team member, clinical and non-clinical, must understand what their role is in creating an ideal experience for patients and should be provided with the appropriate tools and training to support their work” (HPOE)

11. ENCOURAGE ENTHUSIASM  Reward and celebrate positive patient outcomes  Encourage a positive outlook through motivation  Provide feedback

12. HOW SHOULD WE DO THIS???  Which change theory would be best suited for this type of change?  Lewin’s Three Phases of Change Theory  Views behavior as dynamic where driving forces facilitate change  Push employees in the desired direction

13. LEWIN’S THREE STEPS FOR CHANGE  UNFREEZE the status quo  MOVE to motivate and make changes  REFREEZE the changes to make them permanent

14. THE SCORE  HCAHPS Report are invaluable  What needs improvement?  Communication and Friendliness are very important to patients  Satisfied employees = Satisfied patients

15. REFERENCES American Hospital Association. (2011). Committee on Performance Improvement. J. Clough Chairperson. Hospitals and Care Systems of the Future. Chicago, IL: American Hospital Association. American Nurses Association & the American Organization of Nurse Executives. Principles for collaborative relationships between clinical nurses and managers. Retrieved from: http://nursingworld.org.http://nursingworld.org Devadoss, A. & Bedard, C. Reasons to improve employee engagement. Retrieved from: http://eprise6.kellyglobal.net.http://eprise6.kellyglobal.net Jacobson, D. (2013). 5 Ways to improve patient satisfaction through recognition. Blog from www.globoforce.com.www.globoforce.com Kritsonis, A. (2005). Comparison of change theories. Journal of Scholarly Academic intellectual diversity, 8(1). Solomon, M. (2013). Healthcare patient satisfaction: Consulting your hospital’s HCAHPS customer service scores is just a start. Entrepreneurs. Retrieved from www.forbes.com/micahsolomon/2013/10/20/hcahps.