Improving Quality and Safety in the Endoscopy Unit (On-demand) | November 2025-The Patient Experience Begins with the Employee Experience

Video Transcription

Video Summary

The speaker discusses the integral link between employee experience and patient experience in healthcare. Employee experience encompasses the entire journey within the organization, influenced by culture, leadership, technology, and environment. Employee engagement reflects dedication and enthusiasm toward work. The speaker shares their department's journey improving engagement through annual surveys showing fluctuating response rates and engagement scores from 2023 to 2025. Upon receiving a disappointing 2024 survey result, they conducted staff debriefs, fostered open dialogue, and developed action plans to address concerns. Strategies implemented included relocating leadership offices closer to staff, initiating quarterly one-on-one meetings, introducing wellness baskets, establishing a unit-based council with new policies, launching employee recognition and newsletters, and starting daily huddles to improve communication. Continuous feedback from staff and stakeholders was sought. The 2025 survey showed improved engagement, with all staff recognizing their role’s impact on patient experience. Engaged, satisfied employees enhance patient interactions, communication, productivity, and care quality, ultimately promoting a positive patient environment.

Asset Subtitle

Megan Norris, BSN, CMSRN

Keywords

employee experience

patient experience

employee engagement

healthcare communication

staff feedback