Don't overlook employees in patient satisfaction
Quality improvement models recognize the importance of improving patient satisfaction, but what about employee satisfaction? Patient contentedness largely depends on the employees who deliver service — the front-line physicians, nurses, and technicians. To test the correlation between employee and patient satisfaction, Press, Ganey Associates in South Bend, IN, matched a number of hospitals' patient satisfaction scores against their employee satisfaction scores.
The hospitals with the least happy employees did indeed have the least happy patients, and those with the highest employee satisfaction scores ranked highest in patient satisfaction. (See chart detailing results, below.)
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