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Should We Focus on Employee or Patient Satisfaction First?

Question

We are developing our Service Teams, which include several areas like patient, employee, volunteer, and physician satisfaction. Is there a sequence to follow? Should we focus the majority of our energy on employee satisfaction before we move to patient satisfaction, at least in the first year of our committee?

Answer

Make sure you have measurement in place on employee turnover and patient satisfaction. I would focus on employees first, until you see lower turnover. This can take from three to nine months.

By Rounding for Outcomes (especially by unit leaders) and implementing thank you notes effectively, you will build a bank account of trust with employees. When they feel they have the tools and equipment they need to do their jobs (or understand why these cannot be made available), have a solid relationship with their supervisor, and feel rewarded and recognized, they will be ready and willing to take prescriptive steps to increase patient satisfaction.