HR's Role in Improving the Patient Experience

What really moves the patient satisfaction needle?

Editor's Note; This article originally appeared on Select International's website.

A nicer facility? It certainly can help. Concierge services? Also helpful. Good signage? Service programs, rounding, improving online resources, and easier scheduling? Yes, yes, yes, yes and, yes. And there are dozens of other strategies and tools that can improve the patient experience. But, above all else, the primary driver of the patient experience are the dozens of interactions that patients and their families have with their healthcare providers. These interactions have a much larger impact than wide-screen TVs or a better cafeteria experience. What does this mean? Good people are a “must-have” to increase patient satisfaction. The facilities, technologies, programs, and amenities are a “nice-to-have.” With this in mind, we often tell our HR and Talent Acquisition pros that they have one of the most important jobs in the organization. Who we choose to add to the team – who we will trust with the care of our patients and with creating an outstanding patient experience – that’s where it all starts! Click here to continue>>

 

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