We help individuals to find and/or reignite their personal purpose and passion for service and then align it with the patient experience. When you precede training with transformation, employees will embrace the process that follows. Not because it is an organizational mandate. But because it fulfills their own desire for fulfillment by being true to their calling to be of service.
In a Health Leaders August 2011 white paper on patient experience, the number one stumbling block to implementing an effective patient experience strategy cited by leaders in the profession as lack of cultural fit or employee buy-in. This was reiterated by a Beryl Institute report as well.
Morehead Associates, a Charlotte, NC company that helps healthcare companies measure workforce commitment, has some interesting statistics about loyal employees.
Employees who are clearly aligned with the mission, vision and values of the organization exhibit the following characteristics:
•Willing to go “above and beyond,” exerting additional effort
•Demonstrating energy and enthusiasm for their work
•Loyalty to the organization – greater likelihood to stay employed
•Pride in the organization and willingness to recommend the organization as a place to work and to receive care
•Greater overall satisfaction
Those are the actions. What drives employees to those actions are a number of things. But this is telling. The number one driver is answered by the statement: I feel like I belong in this organization.
We gets to the “belonging”.
When your people are clear, aligned, engaged and focused on doing the right things right, relationships happen, value happens, profit happens. If:
- you are truly committed to transformation
- you are a trend setter able to look beyond the typical industry solutions
- you are not looking for band-aid fixes, customer service or smile and be nice programs
- you believe that employee transformation leads to exceptional patient experiences
- you believe that great experiences are your best marketing tool
Contact Anthony Cirillo, FACHE now at 877-278-8791 and/or firstname.lastname@example.org.