Step 5: Measure results
By rounding on patients and employees, providing sincere rewards and recognition, fostering leadership development, and creating transparent two-way communication, the hospital system achieved the following measurable results:
- Improved employee engagement from the 19th to 86th percentile within 10 months
- Moved quality from below the 50th to the 75th percentile in four of eight HCAHPS domains in 18 months
- Achieved HCAHPS rankings at the 75th percentile in six of 10 patient experience domains
- Achieved a $2 million budget surplus, due to a 2% increase over budget in operating margin
Judging by these numbers, it seems the old adage that happy employees equal happy patients is true.
"Our thought was that when we have engaged employees, everything else doesn't just automatically fall into place," Bianca says, "but it obviously lays an infrastructure for the patient experience and for quality."
Jennifer Thew, RN, is the senior nursing editor at HealthLeaders.