How Employee Experience In Healthcare Affects Patient Outcomes

In healthcare, the correlation between Employee Experience (EX) and Patient Experience (PX) is undeniable. As we navigate through a global worker shortage—a situation expected to intensify—securing positive patient experiences and outcomes becomes increasingly challenging.

How are Employee Experience and Patient Experience connected?

Recent analysis of over 1.72 million healthcare employees across more than 4,500 facilities revealed a strong correlation between employee engagement and key performance areas in healthcare.

Higher employee engagement is linked with better patient experiences and safety.

Engaged employees are more involved, attentive, and willing to go the extra mile, directly contributing to a more positive patient experience. Great employee experience also reduces the risk of medical malpractice, and is associated with lower mortality rates. In contrast, a negative work environment leads to even more burnout, fatigue, and disengagement, which increases the risk of medical errors.

In another study by The Partnership for Public Service and Boston Consulting Group, VA medical centers illustrated the benefits of improving employee engagement. “A one-point increase in employee engagement correlated with a half-point increase in patient satisfaction scores.” Improvements in engagement produced impacts across the VA hospital system as call center response times went down by 15% and nursing turnover rates decreased.

Reflect on a recent healthcare visit that left you feeling valued and cared for.

Perhaps it was the attentive listening of your provider, their unhurried demeanor, or a simple gesture of kindness that made a difference.

The more they listened, the more you trusted them. These moments of genuine connection are often the result of healthcare professionals who are engaged and satisfied in their work environment. They are more likely to deliver compassionate care and more equipped to provide the emotional support that patients need.

The trust and loyalty they’re building with patients is inherently building that patient satisfaction and loyalty with the broader healthcare system. These positive patient care moments are also the result of providers who have that five minutes of extra time in their day because they didn’t have to spend it searching for a new policy communication or digging through their computers for a form. These providers are equipped with more efficient tooling for their daily work, so they have that extra 5 minutes to invest in more human interactions, patient education about treatment plans, and more personalized care for each patient.

That extra 5 minutes of education and personalized care can lead to improved patient engagement and adherence to treatment plans, leading to improved health outcomes.

Equipping your healthcare providers with an intranet doesn’t just enable better internal communications, it has ripple effects throughout the organization and directly impacts patient experience and health outcomes at your institution. Any technology that supports your healthcare providers should also be thought of as technology that supports your patients.

Changing the Trajectory

Worker shortages threaten to undermine patient care. Burnout in healthcare professions is at an all-time high since the COVID-19 pandemic. Both of these trends will have trickle down effects to global health outcomes if we stay the course. Healthcare systems need to evaluate their employee experience now to proactively make changes. They must prioritize creating supportive, inclusive, and engaging environments for all employees. This includes addressing company culture and other factors that contribute to burnout, fostering a culture of recognition and safety, and ensuring all employees have the information, resources, and tools to do their jobs efficiently and effectively.


How Cleary can help

The Cleary team has partnered with organizations that know what it takes to create an excellent employee experience. Our platform is purpose-built to support those efforts and can support every aspect of your healthcare system’s employee experience:

  • Critical Communications: In healthcare, having the most up-to-date information is paramount to saving lives. Cleary enables you to send timely, targeted communications to any employee segment, even your frontline workers.
  • Knowledge sharing & finding information: Enable teams to manage key resources and share their expertise with others. We also integrate with other document repositories so that employees can search for anything, all in one place.
  • Foster genuine connection and a culture of appreciation: Learn about colleagues with rich employee profiles, and share your appreciation with our public recognition tools and digital celebration cards.
  • Mobile Apps to reach frontline workers effortlessly: Your frontline workers have little time to spend in front of a computer searching for policies or checking email. Give them access to everything they need in the palm of their hand. Push notifications ensure they receive critical communications no matter where they are.
  • Start with onboarding: Cleary’s onboarding journeys enable you to automate high-touch, personalized onboarding emails, tasks, surveys, calendar events and more. Journeys enable you to onboard thousands of frontline workers with ease.

There are a lot of challenges facing the healthcare industry today, but the employee experience is a challenge well within our control. Healthcare providers choose their professions because they want to help people. It’s on healthcare systems to provide a foundation that enables them to do that.

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