M
any factors influence the
patient experience. One is staff
engagement. Most respondents
see the link between satisfied staff
and a satisfied patient: 56 percent of
respondents said staff satisfaction is the
workforce management tactic with the most
substantial effect on the patient experience.
Furthermore, a 2011 study published in
Health Affairs found the percentage of
patients who would "definitely recommend"
a hospital to their loved ones decreased 2
percent for every 10 percent of nurses who
expressed dissatisfaction with their jobs.
1
Four in 10 respondents said human capital
and talent challenges — such as employee
turnover and disengagement — influenced
their workforce management strategy
the most. For some hospitals, achieving
an optimal nursing workforce remains an
especially salient challenge.
The vice president of human resources for
the four-hospital system in the South said
attracting and retaining nurses remains
a critical challenge for her organization.
"Retention issues are most significant
in the first three years of employment.
The younger generations are focused
on quality of life and don't want to
work evenings, holidays and weekends.
Which two workforce management tactics does your organization view as having the
biggest impact to improve patient satisfaction?
0 5 10 15 20 25 30 35 40 45 50 55
Staff satisfaction
Staffing skill and
competency mix
Acuity-based staffing (staffing
based on patient need)
Learning, development and
competencies
Overtime monitoring and
management
6 | ARE YOU UNDERMINING YOUR PATIENT EXPERIENCE STRATEGY?
26%
54%
56%
40%
28%
STAFF ENGAGEMENT AND SATISFACTION
