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Here are four strategies that can go a long way towards creating a culture where people feel engaged, empowered, and supported. And the happier your staff, the greater your patient satisfaction.
One of my physician practice clients asked me to help them improve their patient satisfaction problem. After a series of interviews with staff and physicians, I gave them my diagnosis and treatment plan - if they did not fix their employee satisfaction problem, they would not fix their patient satisfaction problem. And the primary culprit for the former problem: a dysfunctional workplace culture.
What do we mean by “culture” and why is it so important to address? Culture is often hard to describe - but we do know how it makes us feel. On the surface, culture is represented by behaviors, by the way people interact, by how patients are treated, and even by the look and feel of the workplace. What are even more critical to culture are all the things that lie below the surface: attitudes, beliefs, assumptions, and values. Research has found a direct link between work culture, employee engagement, and company success factors (such as productivity, financial metrics, and customer/patient satisfaction).
In his research into organizational culture, Daniel Denison, PhD, found four critical factors that impact workplace performance:
If organizations are not intentional about the culture they want to encourage, then the culture will take on a life of its own. Leaders drive culture, so as leaders of your practice, it is important to identify what type of workplace culture you want to promote. Here are some strategies to enhance employee engagement and teamwork, while driving a patient-centric culture.