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Patient satisfaction parallels staff satisfaction

Measure the important things

Service. Patient satisfaction parallels staff satisfaction, so measuring employee satisfaction benefits the unit, department, and team. Develop realistic action plans to build employee satisfaction, involve all staff levels, and reassess every year. Become familiar and well versed with your patient satisfaction measurement tool. Share and explain data to your employees often.

Quality. Become familiar with and incorporate core measures into daily practice and communication. Make them breathe in your department. Convey to your team, staff, and other employees that patient safety and maintaining quality standards are a way of life. Develop unit- and department-specific performance improvement processes that the staff can articulate and implement in daily practices.

People. Be the resident role model; who you are is whom you will attract. Take notice of the employees who require a lot of cheerleading and motivating to do their jobs. They have a tendency to become negative when they don’t receive feedback on a consistent basis and can infect the entire staff.

Growth. Develop unit-based and departmental volume projections and business plans. If you have a unit where you are not meeting your department average daily census or productivity, look for and measure potential growth opportunities. For example, if your unit is a 30-bed monitored surgical unit, develop a plan to add another service line similar to your existing clinical services. You may want to think about combining cardiac transplantation services with nephrology services and open beds for patients who receive kidney transplants.