Improving Quality and Safety in the Endoscopy Unit (Virtual) | October 2024-02_Hinlicky_The Patient Experience Begins with the Employee Experience

02_Hinlicky_The Patient Experience Begins with the Employee Experience

Pdf Summary

The document written by Kelly Hinlicky outlines the connection between employee experience and patient care within the endoscopy unit at USC Keck Advanced Endoscopy. It emphasizes that enhancing employee experience can lead to improved patient experiences. To achieve this, various methods are suggested, including empowering staff through unit-base councils, encouraging participation in decision-making, and fostering flexibility in work arrangements.<br /><br />Hinlicky emphasizes the importance of understanding unit culture by assessing workflows, monitoring staff interactions, and evaluating patient and staff engagement. A culture of flexibility can be nurtured by considering multiple plans and allowing trial periods for new processes, while building strong leadership involves active listening, problem-solving, and ongoing feedback.<br /><br />Collaboration is crucial, with input from diverse team members like anesthesia staff, fellows, and nurses being essential. Forming inclusive committees and focusing on conflict resolution are recommended strategies. Employee recognition is also highlighted as important, with regular acknowledgment of staff achievements and contributions advocated.<br /><br />The document underscores the importance of measuring employee satisfaction through tools like the Press Ganey survey and unit-based evaluations. Trends should be reviewed regularly to identify potential improvements in patient care.<br /><br />Ultimately, the text posits that high employee satisfaction enhances productivity, work quality, and staff commitment, which are key to delivering patient-centered care. By understanding patient experiences, healthcare teams can ensure care is respectful and responsive to individual needs. The document ends with references to scholarly articles supporting these ideas, emphasizing the link between leadership, employee satisfaction, and patient satisfaction.

Keywords

employee experience

patient care

endoscopy unit

USC Keck

unit-based councils

staff engagement

flexibility

leadership

employee recognition

patient-centered care