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Linking the voices of caregivers and patients

Hear how Trinity Health and other top-performing healthcare organizations are making caregiver engagement a top priority to deliver a safe, high-quality experience of care for patients.

Video Summary

This video presents an exploration of the current unprecedented era in the job market, where there are more opportunities than job seekers, and its significant impact on recruitment, retention, and engagement strategies, particularly within the healthcare industry. It emphasizes the importance of viewing healthcare workers not just as employees, but as crucial members of a team, highlighting how their engagement directly influences the quality of patient care. The discussion extends to the vital need for a work environment that supports and values each team member, thereby enhancing patient experiences.

Through strategic partnerships and feedback mechanisms, such as those established with Press Ganey, the video illustrates the power of listening to both staff and patients to cultivate a harmonious and effective healthcare environment. Viewers are invited to discover the key factors that contribute to a healthcare model where dignity, excellence, and compassion in patient care are paramount, emphasizing the collective responsibility to foster a culture of well-being and high-quality care.

Video Transcript

For the first time in history, we are entering a period where there are more jobs available than there are people to fill them. This shift is radically changing the way we approach recruitment, retention, and employee engagement. In the healthcare sector, where I work, we operate under the assumption that patients expect high-quality clinical care as a given. However, to elevate the patient experience to what we call an "N-of-one" level, we must first extend that level of personalized care and attention to our own staff. 

At the core of our philosophy is the belief that highly engaged employees are the key to providing patients with the best possible care, support, and service. To foster this environment, we don't think of our staff as just 'employees'—a term that feels too impersonal and bureaucratic. Instead, we view them as 'teammates,' integral to the success of our mission to enhance patient care. We emphasize the importance of each individual's contributions and encourage a deep sense of involvement and belonging among our staff. 

The relationship between healthcare providers and patients is inherently delicate. Maintaining and nurturing this trust requires that we, as an organization, reciprocate that level of care and respect towards our employees. Our definition of employee engagement revolves around the concept of discretionary effort—the willingness to go above and beyond the basic requirements of the job. This could be seen in a nurse, physician, or lab technician who not only fulfills their duties but also brings a part of themselves into their work, thereby enriching the patient's experience. 

The well-being of our caregivers directly influences the quality of care they can provide. A caregiver who feels overworked, undervalued, or unsafe is less likely to foster a sense of security and comfort in patients, potentially exacerbating the patient's distress as well as their own. Our goal is to create a work environment that supports the holistic well-being of our staff, enabling them to extend the same level of care to those we serve. 

To achieve this, we've partnered with Press Ganey to gather and analyze feedback from both our staff and patients. This collaboration allows us to understand the needs and experiences of both groups, helping us to create a workplace where everyone feels valued and heard. The insights we gain from our employee surveys are particularly valuable, offering a comprehensive view of our organization's morale and areas for improvement, especially given our extensive network across 22 states. 

This approach underscores our fundamental belief that every individual deserves to be treated with dignity and respect. By prioritizing the engagement and satisfaction of our staff, we are laying the foundation for a superior patient experience, proving that it's possible to cater to the needs of both employees and patients without compromising on either front.