Are You Undermining Your Patient Experience Strategy?

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H ospitals working to improve the patient experience want to achieve the optimal skill mix. This requires long-term decisions about recruitment, retention and professional development, and it also includes short-term decisions about staffing and scheduling. Most respondents found staff skill and competency mix — the blend of RNs, LPNs, CNAs and other advanced care practitioners over the short- and long- term — as the most influential workforce management tactic to improve clinical outcomes (69 percent), reduce medical errors (68 percent) and improve patient satisfaction (54 percent). Despite this acknowledged correlation, many hospitals are not building their workforce management strategies with staff skill and competency in mind: Only 13 percent of respondents said talent management and competency development is a primary goal for their workforce management strategy. Further, only one-third (33 percent) of hospitals use automation to support a better staff skill and competency mix. Some leaders were not even aware automation for talent management exists. STAFF SKILL AND COMPETENCY MIX

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