To Care is Human The Critical Integration of Patient Experience and Employee Experience
Nov 15, 2021
Brett Brende, Vice President of Customer Engagement for Healthcare at SMG, emphasizes the crucial connection between employee engagement and patient experience. He discusses the Service Profit Chain and how happy employees lead to loyal patients and better financial outcomes. Brett highlights common pitfalls in prioritizing employee experience and shares best practices like timely feedback and listening strategies. He also addresses challenges like burnout and retention, and the importance of dedicated DE&I leadership in fostering a positive workplace culture.
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Employees Drive Patient Experience And Growth
- Engaged, satisfied employees directly fuel better patient experience and organizational growth.
- SMG highlights the service-profit chain showing employee engagement drives loyalty, satisfaction, and margins.
Silos Undermine Experience Efforts
- Employee and patient experience efforts are often siloed, which weakens both programs.
- Integrating data and coordinating departments creates a single source of insight and strengthens outcomes.
Listen Continuously And Act Quickly
- Listen to employees across the whole employment lifecycle using surveys, pulses, onboarding and exit feedback.
- Act on feedback immediately and use analytics and alerts to track progress and communicate results to leadership.