Employee engagement in healthcare is more than a nice-to-have — it’s a must-have. Engaged employees are happier and more productive, leading to a more positive work environment and better outcomes. Multiple studies measuring employee engagement have proven a correlation between happy employees and a positive patient experience.
A 2019 study from Glassdoor found that “A happier workforce is clearly associated with companies’ ability to deliver better customer satisfaction — particularly in industries with the closest contact between workers and customers,” including healthcare. And customer satisfaction drives concrete business results. Each 1% improvement in customer satisfaction was associated with a 4.6% boost in overall stock market value in a 2006 study from the Journal of Marketing.
“Engaged employees drive the patient experience.” -Becker’s Hospital Review
Not to mention, a highly-engaged workforce is also more likely to retain top performers, reduce turnover, and attract new talent, which can in turn lead to lower operating costs. All in all, your people can serve as a key differentiator between you and your competition.
Before you can increase workplace morale, though, you must first measure it. Getting a clear sense of how your employees feel about their roles and their work will give you a better idea of where you can improve as an employer and how. That’s where an employee engagement survey tool comes in.
Q-Engagement is an employee engagement survey platform that delivers survey links and reminders to your employees via SMS text message. Unlike traditional surveys with slow turnaround times, Q-Engagement records feedback and provides real-time insights instantly.
Organizations often send an employee engagement survey to their team once a year (or less), but by the time they get the results, it’s too late to do anything about it. Q-Engagement, on the other hand, allows you to identify, address, and resolve personnel issues all before they end up affecting the patients. This way, you can adopt a service recovery strategy within your own organization.
You might even find that offering surveys in itself leads to better workplace morale. Checking in with your employees shows that you genuinely care about their experience, while providing your team members with a way to voice their concerns, ideas, and recommendations makes them feel heard.
Q-Engagement’s survey contains pre-populated questions that cover topics like work-life balance, team satisfaction, and likelihood to recommend as an employer. Of course, though, you can customize the survey according to your team’s unique needs.
Q-Engagement also offers powerful analytics and reports that allow you to dive deep into the results. Information can be segmented by question, location, department, and more for further insight. Many Q-Engagement users are particularly interested in the correlation report, which compares employee engagement scores with patient satisfaction scores over time. With this information, you can get a clear picture of how employee engagement is moving the needle within your organization.
Intangibles like employee engagement can often seem abstract, which makes it easy to put them on the back burner. But the data doesn’t lie — there is a concrete link between employee engagement, patient satisfaction, and, ultimately, bottom-line performance. So when you increase employee engagement in healthcare settings, you’re not just creating a happier workplace. You’re also creating a more patient-centered and higher-performing business.
Quality Reviews, working collaboratively with the American Nurses Credentialing Center (ANCC), created a crosswalk of Quality Reviews’ questions to the nine patient satisfaction categories (see below) delineated in 2014 and 2019 Magnet® Application Manuals. This crosswalk was approved by ANCC in November 2017.