Mar 16 2010
The Beryl Institute, an organization dedicated to improving customer service in healthcare, has combined efforts with Sodexo, Inc., a leading integrated food and facilities management services company in North America, to release its latest white paper, “Perspectives on a Patient-Centered Environment.” This piece explains that increasing employee engagement is the cornerstone for creating a patient-centered environment. Paul Spiegelman, executive director for The Beryl Institute, states, “When employees are engaged, they live the organization’s mission, vision and purpose. They strive for the organization to succeed, and therefore, are more willing to do whatever it takes to meet customer expectations.”
“When hospitals have the tools they need to better measure and understand the drivers of satisfaction in their workforce, the better they can apply that knowledge, resulting in a better patient experience overall.”
The white paper includes three case studies that illustrate the importance of an engaged patient team, which includes both support services members and the nursing staff. The case studies explore the connection between engaged employees and patient-centric care, the keys to creating an engaged workforce and drivers of employee satisfaction. Dudley Abbe, Sodexo vice president of Patient Experience, explains, “When hospitals have the tools they need to better measure and understand the drivers of satisfaction in their workforce, the better they can apply that knowledge, resulting in a better patient experience overall.”
SOURCE The Beryl Institute
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