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| Mike Esterday and Harriet Butler of Integrity Solutions, LLC, a solution provider at the marcus evans National Healthcare CXO Summit Fall 2012, on improving the patient experience and increasing employee engagement. |
NEW YORK, N.Y., Aug 6, 2012 - (ACN Newswire) - In today's uncertain healthcare environment, most hospital CEOs realize the importance of having a strong service culture, according to Mike Esterday, Chief Executive Officer and Harriet Butler, Executive Vice President, Integrity Healthcare Solutions. However, the challenge for many is understanding how to engage the hearts and minds of employees to support this goal.
From a solution provider company attending the marcus evans National Healthcare CXO Summit Fall 2012, in Dallas, Texas, October 21-23, Esterday and Butler talk about how improving the patient experience and increasing employee engagement impacts the bottom line.
- What are hospital CEOs concerned about today?
Mike Esterday: There is a lot of uncertainty as to what will happen with increased federal regulations, the possibility of reimbursement cutbacks and how that will impact the quality of care hospitals will be able to provide. It is critical that hospitals achieve certain standards, including a positive patient experience. Moving forward, Pay for Performance will be impacted by HCAHPS scores.
- How can they improve the patient experience?
Mike Esterday: Research has shown that in order to improve patient satisfaction, you must improve employee satisfaction, yet many organizations overlook the importance of this part of the equation. Our strength is a unique learning process that translates knowledge of service and coaching skills into new behaviors. It is not only what people know that counts, but what they do.
Harriet Butler: We place a strong emphasis on the importance of attitudes, motives and values in addition to service skills. Customer service is doing the right thing because it is the right thing to do for patients, families and each other.
- How do you identify the gaps that need to be addressed?
Harriet Butler: We often begin with a service culture inventory to capture employees' perception of elements that support engagement and impact the patient's perception of care. These findings provide valuable insights as to opportunities for improvement.
For example, it is not uncommon to learn that employees do not feel their managers show appreciation for the work they do, so we help leaders understand how recognition impacts engagement and retention of top performers. This may relate to a formal recognition program, but it is often a matter of taking the time to say thank you or show appreciation for a job well done.
- What helps hospital employees feel engaged?
Mike Esterday: We begin by working with hospital leaders to understand their role in creating a strong service culture. This requires leading by example, supportive coaching, and building a culture of accountability. Everyone has to understand how their job impacts the patient experience, which reconnects people to their purpose in the organization.
Also, many employees do not realize that customer service is not just about how they treat patients but also how they treat each other. It is only by valuing each other that they will be able to create an environment that supports a positive patient care experience.
About the National Healthcare CXO Summit Fall 2012
This unique forum will take place at The Westin Stonebriar, Dallas, Texas, October 21-23, 2012. Offering much more than any conference, exhibition or trade show, this exclusive meeting will bring together esteemed industry thought leaders and solution providers to a highly focused and interactive networking event. The Summit includes presentations on physician alignment strategies, perfecting the ACO model, improving patient satisfaction and experience, cost-containment case studies, the future of the US healthcare system and much more. For more information please send an email to info@marcusevanscy.com or visit the event website at www.nhcxosummit.com/MikeEsterdayandHarrietButlerInterview.
marcus evans group - healthcare sector portal - http://tiny.cc/yjtebw
Please note that the Summit is a closed business event and the number of participants strictly limited.
About Integrity Healthcare Solutions
Integrity Healthcare has partnered with over 150 healthcare organizations to improve the patient experience and employee engagement. A variety of resources support these objectives - a comprehensive leader/manager development curriculum, service cultural surveys and a unique service training process that engages the hearts and minds of all employees. Results include higher patient, employee and physician satisfaction, stronger accountability and increased retention. www.integrityhealthcaresolutions.com.
Contact:
Sarin Kouyoumdjian-Gurunlian
Press Manager, marcus evans, Summits Division
Tel: + 357 22 849 313
Email: press@marcusevanscy.com
Topic: Research / Industry Report
Source: marcus evans Summits
Sectors: Daily Finance, Daily News
https://www.acnnewswire.com
From the Asia Corporate News Network
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