Assess and improve your healthcare organization.
The patient may be the heart of the hospital, but nurses, doctors, and adjunct employees are its lifeblood. As a result, it is equally important to understand both patient experience and employee experience. While a hospital is primarily a center of healing and care, it is also a business; a business in which job performance can mean life or death and revenue is particularly critical to providing a certain standard of care. By understanding the factors that motivate and engage hospital employees, as well as the elements of care patient’s value, a hospital can ensure it is meeting the needs of the people it serves.
NBRI has a vast amount of experience conducting research for both hospital employees and patients. Some areas that are critical to address during this process include:
- The patient experience
- Physician and employee behavior
- Friendliness, helpfulness, and wait time
- Patient support services
- Dietary services
- Hospital website
A patient survey monitors satisfaction levels to ensure care standards are maintained at a certain level. Patient surveys can also be used to identify possible areas of financial waste or areas where greater patient contact and interaction is needed. A well-crafted patient questionnaire thoroughly assesses the patient’s experience and provides solid, accurate data to be used to develop change initiatives. Ultimately, this type of survey can improve the quality of treatment while simultaneously increasing the profitability of the hospital.
A hospital employee survey ensures that physicians have access to the critical development opportunities that allow them to stay abreast of changes in the medical field. It can also ensure both physicians and nurses receive the support they need to perform their jobs well. Furthermore, a hospital employee survey can identify whether there are any communication or coordination issues among departments that may prevent the delivery of quality services in a timely fashion. If a facility has ineffective procedures in place, it is difficult to provide quality care. A well-designed employee survey helps hospital administrators address inefficient policies and procedures while simultaneously identifying the factors that drive employee experience in the organization.
NBRI is highly experienced in the administration of hospital surveys, and as a result we know the right questions to ask of both patients and employees to ensure you obtain meaningful, actionable data. Our ClearPath Analytics accurately identify areas of organizational excellence and areas where change is needed. NBRI can even compare your survey results to other hospitals through the use of benchmarking data, which gives you an understanding of where your scores fall in relation to others in your industry.
Initiating change can be difficult, but fortunately, with our ClearPath Action process, it doesn’t have to be. Our process guides you through the steps to take after the close of the survey to ensure you take appropriate action to address the employee and patient concerns that emerged from the survey. By following this process, you target the most important items for change while expediting the speed of that change.
Every hospital wants to deliver quality healthcare, but for that to happen processes must be in place to ensure medical professionals have the knowledge, skills, and resources to deliver world-class patient care. When the quality of care escalates, patient satisfaction levels will increase, errors will decrease, and employee engagement will surge, creating innumerable benefits for the patients the hospital serves.
Case Study: Healthcare Survey
A West Coast hospital with over 1,800 employees contacted NBRI for assistance in assessing the thinking of its employees. Being a leading healthcare provider, the client understands the importance of routinely evaluating the psychological health of its employee base. It is a well-known fact that hospital employee surveys are a best practice of leading healthcare providers.
The NBRI hospital employee survey was deployed over a two-week period to cover all shifts, as well as weekend and weekday employees. Job title was another important demographic segregation of the data. A 93% response rate provided preliminary indications of an involved and engaged workforce.
NBRI ClearPath Analytics identified a healthy management style at work within the hospital as the driver of 48% of all survey items. This single root cause was driving employees to be forthcoming about reporting patient errors, which in turn lowered employee stress and organizational liability, and enabled management to take corrective systemic action and reduce the number of errors made.
NBRI recommendations to leverage this positive finding were followed, resulting in increased scores of the root cause as well as all items driven by it within one year of the initial assessment. Indeed, when asked if employees would recommend the Hospital to family and friends for healthcare, the scores were above the 90th percentile for all job titles at the second assessment, an increase of over 15 benchmarking percentiles.
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