Maximize Patient Satisfaction by Increasing Employee Engagement

Overview: Patient satisfaction is an important and commonly used factor for measuring the Overview: Patient satisfaction is an important and commonly used factor for measuring the 
quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and 
medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of 
quality health care.
This webinar will take a look at the direct correlation between employee engagement and patient 
satisfaction. Offer suggestions on how your organization can strive to do both by bridging the 
gaps to increase patient satisfaction scores and employee retention. 
The first step in this process is understanding what is important to patients and your staff. 
Learn how to implement a process that will benefit both your patients and staff, share these 
results with your team, train and monitor the new process for areas of success and areas for 
improvement until you reach the desired results for your organization. 
Why should you Attend: HCAHPS scores indicate the level of service provided by an organization, 
contribute to its reputation, and have reimbursement implications for providers.
A study by Compdata Surveys of 11,000 healthcare employers with more than 11 million employees 
found the average turnover in healthcare jobs in 2017 was 20.6%, up from 15.6% in 2010, putting 
healthcare’s turnover second only to hospitality’s.
Patients naturally want to share their experiences. On average, satisfied patients tell about 
their positive experience to five other people. In contrast, dissatisfied patients will complain 
to 9 or more other individuals. The positive and negative aspects of patient satisfaction and 
recommending your organization extend to social media and review sites. 
Areas Covered in the Session:
Why does patient satisfaction matter?What do patients want from their provider and staff?A deeper dive into the psychology of patient satisfactionWhat are the barriers in enhancing patient satisfaction?What do physicians think their patients want on their visit?How employee engagement affects patient satisfactionStatistical information on employee retention and concernsTips on how to improve employee retention in your organizationEffective communication tools that may help bridge the gap with patients and employees