ASC Communications, Inc.

Are you undermining your patient experience strategy

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R educed labor costs and improved productivity are two of the three biggest goals driving workforce management strategy. Knowing this, it makes sense that overtime is the tactic most managed through automation: 51 percent of respondents said they have software that enables the monitoring and management of overtime. But interestingly, survey respondents saw a weak link between overtime and the patient experience. Only 26 percent of respondents identified overtime monitoring and management as one tactic with the largest impact on patient satisfaction. Further, overtime was not highly selected as having the largest effect on clinical outcomes (14 percent) or the reduction of medical errors (17 percent). Research suggests otherwise. Working more than 40 hours per week and working voluntary paid overtime are both significantly related to adverse events and errors affecting patients and nurses. One Overtime monitoring and management Acuity-based staffing (staffing based on patient need) Learning, development and competencies Staffing skill and competency mix None Staff satisfaction Which workforce management tactics does your organization enable through automated workforce management software? 8 | ARE YOU UNDERMINING YOUR PATIENT EXPERIENCE STRATEGY? 0 5 10 15 20 25 30 35 40 45 50 40% 51% 36% 33% 23% 19% OVERTIME

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