Are You Undermining Your Patient Experience Strategy?

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M ost healthcare organizations consider workforce management a high priority, especially in a time when organizations must improve the patient experience despite budget constraints. Hospitals and health systems' workforce management strategies are driven by three primary goals: They want to reduce labor costs, boost productivity and improve the patient experience. Budget constraints and the patient experience are exerting the most influence on how hospitals build a workforce management strategy. The manner in which hospitals develop, schedule and engage their employees is not only a matter of dollars and cents — it is also highly linked to clinical outcomes, medical errors and patient satisfaction. In the past, many organizations built a workforce management strategy with labor costs and productivity in mind. Now, improving patient satisfaction and outcomes is becoming increasingly more important. In a survey of 95 healthcare leaders, 64 percent 2 | ARE YOU UNDERMINING YOUR PATIENT EXPERIENCE STRATEGY? Are You Undermining Your Patient Experience Strategy? Aligning Organizational Goals with Workforce Management Initiatives By Molly Gamble, Editor-in-Chief, Becker's Hospital Review Which of the following events/trends/goals has influenced your organization's workforce management strategy most in the past 2 years? Pay-for-performance contracts, accountable care or value-based care delivery The patient experience, including patient safety, clinical outcomes, satisfaction and engagement in their care Budget constraints brought on by reduced reimbursements, large capital demands and/or patient volume Human capital and talent challenges, including employee turnover, disengagement or shortages Competition in our market 0 5 10 15 20 25 30 35 40 45 50 55 60 65 66% 64% 40% 21% 12%

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