Drive Employee Engagement with Technology
Engaged employees are highly involved in and enthusiastic about their work. This is critical in the current healthcare environment, where a lack of engagement could lead to increased turnover, burnout, and customer dissatisfaction. Enabling employees to do meaningful work—offloading routine tasks, for example—creates opportunities for employees to apply themselves to aspects of their jobs that are uniquely engaging, such as connecting directly with residents and guests. Supporting meaningful work requires the right systems and tools to be in place. Technology can be an accelerant in this process by removing the obstacles that often stand in the way. Unfortunately, many [...]
Harnessing Culture to Improve Employee Engagement
Engaged employees produce better outcomes than do their less engaged peers. However, the stereotypical engagement drivers—money, titles, and perks—are no longer the key to greater engagement. Today, organizations have successfully harnessed culture, technology, and the physical environment to more fully engage their employees. In this post, I will explore how organizations can develop a culture that enhances the employee experience. […]
The Impact of Employee Engagement
Employee engagement, and the myriad tools surrounding the topic, has become a business buzzword of the twenty-first century. But what exactly is engagement, and is it really the panacea for everything from customer satisfaction to profitability? If there is a direct correlation between employee engagement and overall business success, how do organizations enable and promote engagement? According to a recent Gallup "State of the Global Workplace" report, 85% of employees worldwide are not engaged or actively disengaged at work. Gallup estimates the cost of this disengagement at $7 trillion in lost productivity. The U.S. is slightly better, with 31% [...]
Pillars Three and Four of Excellent Customer Experience: Accuracy and Transparency
Consumers are often ill-equipped to have meaningful discussions with health care providers about their individual health needs. The lack of quality information may cause them to make poor decisions that could lead to results antithetical to their objectives. Additionally, the knowledge that they do possess could also be misunderstood or inaccurate. Similarly, general information alone is also not sufficient for consumers to make informed decisions. Providers must engage the consumer in conversations about risks versus benefits, and how these fit with the individual's goals and preferences. "Providing high-quality information to consumers through well-designed tools, as well as other resources [...]
Pillar Two of Excellent Customer Experience: Simplicity
In its 2018 annual report to Congress, the U. S. Department of Health and Human Services (HHS) argued that healthcare providers are making progress toward a more interoperable system of healthcare information management. However, providers and consumers still face significant hurdles to information access, efficient communication, and convenient integration. These obstacles impede meeting the goal of simple and effective person-centered care.2018 Report to Congress: Annual Update on the Adoption of a Nationwide System for the Electronic Use and Exchange of Health Information." The United States Department of Health and Human Services, Office of the National Coordinator for Health Information Technology. [...]
Pillar One of Excellent Customer Experience: The Tailored Partnership
For centuries, consumers have measured healthcare providers by one metric: clinical outcome. Today, consumers no longer focus so narrowly. Consumers are tired of being treated as a number instead of a human being. They now expect the same personalized and frictionless service from healthcare providers as they experience at their favorite retail store or boutique hotel. This shift toward healthcare consumerism is growing, and expectations placed on healthcare providers are increasing.Today's consumer wants to drive decisions about their care, but they also want the service and opportunities presented to them to be tailored. There is an expectation that everyone on [...]
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