2. • Lower patient satisfaction
levels in the hospitals
found to be associated
with dissatisfied or
burned out nurses —a
finding that signals
problems with quality of
care.
Statistics:
2Increasing Your Bottom Line Through Employee Retention
3. • Improving nurses’
working conditions and
satisfaction may improve
both nurses’ and
patients’ satisfaction as
well as the quality of
care.
Statistics:
3Increasing Your Bottom Line Through Employee Retention
4. U.S Hospital HCAHPS Score
• Communication with
nurses = 80
• Communication with
Doctors =82
• Responsiveness of Hospital
Staff = 68
• Pain management = 71
• Comm. about medicine = 65
Statistics:
4Increasing Your Bottom Line Through Employee Retention
5. U.S Hospital HCAHPS Score
• Cleanliness of Hospital
environment = 74
• Quietness of Hospital
Environment = 62
• Discharge info = 86
• Care Transition = 52
• Overall Hospital rating = 71
Statistics:
5Increasing Your Bottom Line Through Employee Retention
6. 2
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1
Staff
Responsiveness -
answering call bells
and responding to
toileting needs
Food Services–
quality of food and
the courtesy of
those who serve it.
Doctor & Nurse
Communication -
respect, listening skills
and communication
ability of doctors &
nurses, pain &
discharge information
Hospital Environment
- cleanliness and
quietness of the
hospital
What Does The HCAHPS Survey Measures?
6Increasing Your Bottom Line Through Employee Retention
7. The Impact of Worker’s Disengagement = Low
HCAHPS Score
1
2
3
Financial Cost:
• Employee turnover
• Low customer satisfaction
• Low HCAHPS survey score
(patient satisfaction survey
required by CMS)
• Low government
reimburse
• Poor reputation • Increase stressed
• Increase sick days
• Low morale
• Low productivity
• Dissatisfied
employ &
patient
7Increasing Your Bottom Line Through Employee Retention
8. • Tami Gilbert, RN, MSN, MBA
• Author – Career CPR
• Speaker
• 9 years as a Bedside Nurse
• 3 years as Nurse Manager &
Director of Nursing
• 12 years as Case Manager/
Utilization Review
• 2 Years of Quality
Improvement
Your Workshop
Facilitator
8Increasing Your Bottom Line Through Employee Retention
9. Employee Engagement Opportunity
Workshops:
• Increase Job Satisfaction
• Prevent Burnout
• Understand your value
• Purposeful
Communication
• Gift of GAB
Training Provides:
• Stress Management
• Taking ownership
• Becoming team player
• Improve
communication skills
• Increase own value
9Increasing Your Bottom Line Through Employee Retention
10. Results
1 0Increasing Your Bottom Line Through Employee Retention
• Increased Employee
Job Satisfaction
• Cohesive team
• Employee Retention
• Increase HCAHPS
Score
• Best Patient
Experience
• Increase Patient
Satisfaction
• Increase in Bottom
Line (Profit)
11. 2
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• Physicians
• Food Service Staff
• Nursing Staff
• Rehab Services Staff
• Respiratory Staff
• Support Staff
• Hospital
Environmental
Service Staff
Employees We Train
1 1Increasing Your Bottom Line Through Employee Retention
