Using Talent Management to Create Positive Customer Experiences

Investing in talent management with employee learning and development programs is crucial for success in any industry.

Not only are these programs proven to increase employee retention, engagement and loyalty, but they also ultimately result in more successful companies with proficient and confident workers who are motivated to create business opportunities, satisfy customers and boost revenue. In fact, according to a study from the Association of Talent Development, companies that offer comprehensive training programs enjoy a 24% higher profit margin than those who spend less on training.

Talent management and employee training and development programs in the healthcare field are especially important. Engagement among healthcare employees means more than just increased productivity and revenue: motivated doctors, nurses and healthcare workers can mean the difference between life and death for patients. In fact, a recent Gallup study of more than 200 hospitals found that disengagement among nurses was one of the top three indicators of mortality risk for patients.

And yet, hospitals throughout the United States still struggle with talent management and patient care. In an effort to monitor this, the federal government collects Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. HCAHPS scores are collected through patient surveys overseen by the Agency for Healthcare Research and Quality. The surveys ask patients to rate healthcare experiences and are used to gain patients’ perspectives and shed light on how hospitals can improve processes relevant to quality of care

Not only do better HCAHPS scores directly impact a healthcare organization’s reputation, but they help them financially, too. Medicare and other reimbursements for hospitals from the federal government are tied to the patient satisfaction portion of the survey. In fact, the AMA Journal of Ethics reported that the Centers for Medicare and Medicaid Services currently withhold one percent of Medicare payments, 30% of which are tied to HCAHPS scores.

Hospitals and various healthcare organizations can use Cornerstone OnDemand’s Healthcare talent management software to create better and healthier patient experiences. With Cornerstone’s employee training and development programs, organizations can increase compliance, encourage learning and maximize efficiency for all employees so that they can effectively care for their patients and, in the process, raise HCAHPS scores.

Filling in the Service Gaps

In the everyday bustle of a hospital or healthcare facility, it’s difficult to track if every employee is taking the necessary steps to create a positive patient experience. From bedside manner to scheduling to quotidian procedures like blood pressure assessments, there are many interactions that can impact the happiness and well-being of a patient.

To account for every interaction big or small, hospitals can use Cornerstone’s Observation Checklist program. The program ensures employees’ compliance with safety protocols and can standardize their clinical competencies on a day-to-day basis. The Observation Checklist also allows healthcare organizations to evaluate employees on the job and correct poor performances when necessary. This software ultimately works to support better patient care and raise HCAHPS scores.

Keep Customer Service Skills Up to Snuff

According to a study from the AMA Journal of Ethics, hospitals that have better engagement with their patients are more likely to maintain their reputation and, in turn, increase patient volume. In fact, many patients value how they are treated in the hospital just as much or more than their clinical outcomes. To increase engagement between doctors and patients, hospitals tend to execute learning programs that train its employees in customer service skills.

Cornerstone’s Learning Platform can help develop these types of programs and provide employees with the tools necessary to create positive experiences throughout any patient lifecycle. The Learning Platform keeps employees up-to-date on new and necessary customer service skill sets and cross-trains employees so that they are prepared to successfully navigate situations where the needs of the patient are at stake. Not only does the software train employees in better, more consistent patient care, but again, it can also help hospitals generate more positive HCAHPS survey outcomes.

Automate For Efficiency’s Sake

In the medical field, paperwork is an inevitable and crucial element of every interaction between a provider and patient. The amount of necessary paperwork, however, is edging on excessive. One study from the Annals of Internal Medicine found that physicians spend 27% of their time seeing patients and the other 49.2% of their time doing paperwork. If these processes were automated or hastened with technology, more time and focus could be placed on patient care.

Hospitals everywhere are noticing how much time paperwork and other logistical tasks wasted for their doctors, nurses and patients. Cornerstone’s comprehensive cloud-based healthcare talent management software solutions help transform this time into something more valuable. The solutions automate administrative tasks and reallocate that time to focus on bettering their hospitals’ patient care and HCAHPS scores.

Hospitals and their employees have stressful, fast-paced jobs that can make consistent learning and development all the more difficult. But with the help of Cornerstone OnDemand’s Healthcare software, talent management in the healthcare field is less of a burden and the fate of a hospital’s HCAHPS scores is made less daunting. And, most importantly, it helps protect patients and guarantees that they are receiving the best treatment and service during each and every hospital stay.

Want to learn more about how Cornerstone’s products can improve talent management at your organization? Check out Cornerstone for Healthcare solutions today.


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