Given reimbursement changes in healthcare, HCAHPS and patient satisfaction are front and center in the minds most healthcare leaders today. What many healthcare organizations have come to realize is that superior patient satisfaction requires an ongoing proactive approach from the entire organization. As a result, more and more hospitals are engaging in various forms of service excellence initiatives. Let's be honest, frontline workers in healthcare put their heart and soul into their work. Long hours, combined with tremendous physical and emotional demands and high-stakes work, can make it a challenge to continue to tap a well of inspiration.
A common topic in internal communications media and circles is employee engagement. On a daily basis, I come across numerous pieces of content that consult on the often-elusive achievement of satisfactory employee engagement levels, usually evidenced by survey results as well as reduced turnover (not to mention reduced absenteeism and staff voluntarily going above and beyond in many ways).
What a pleasure it was to have spent a good part of my week last week being indoctrinated into why Service Excellence is an important, practically imperative goal for healthcare organizations today. The theme of Custom Learning Systems’ 2012 conference was “Thriving on Healthcare Reform” and it was an appropriate title.