Do You Know How Staff Engagement Impacts the Patient Experience?

I delivered a Consumer Engagement Training Workshop in Perth in collaboration with the Health Consumer Council (HCC) just a few days ago. Over 40 staff representing the Ministry of Health, hospitals, healthcare providers, managers, clinicians, and consumers attended the workshop. Taking them through the 6 E framework, I showed them how they could make an impact on health services in their roles as “champions”.

What was most interesting was the number of questions about staff engagement and staff satisfaction surveys. The most important point to emphasise here is that staff engagement and patient experience are not two separate elements. One directly impacts the other and therein lies Bodenheimer’s justification for the Quadruple Aims (not Triple Aims).

Estimates for the prevalence of burnout range from 10%–70% among nurses and 30%–50% among physicians, nurse practitioners, and physician assistants…burnout is viewed as a threat to patient safety because depersonalization is presumed to result in poorer interactions with patients. 1

I reflected on this at a recent break in Byron Bay – watch this video for further clarity around staff engagement…

In mentoring staff who are performing well, it is important to identify when they need a break. Getting a better understanding of what drives each individual team member allows you, as a leader or manager, to identify when they might burn-out.

An ANNUAL staff survey may not be sufficiently sensitive to get to the bottom of key staff issues. Organizations are starting to think about how they can move to a more real-time approach in order to respond to staff concerns more promptly.

The free text comments also help you pinpoint the root cause of staff issues. Illustrative examples:

“My manager has been very supportive but lately she has been overworked and unable to give me the time and advice I need – I wish there was someone else to speak to”

“I noticed that the communication on this ward is very poor compared to my previous one which was very friendly. The two managers would benefit from some sharing”

As a leader, it is equally important to be accountable for your own health and mental health. You might feel that you are performing well, but a quick survey of feedback from staff around you might prove otherwise.

Join other leaders who are innovating on their patient experience and are learning how to survey and impact staff engagement through the MES Platform.

Feel free to call me on 02 8091 0918 if you want to find out more about the MES staff satisfaction survey capability.