Employee engagement is discussed and written about often. What does engagement look like in action? People who work in healthcare have great intentions. They care deeply about their patients and want the best outcomes for them and for the organization. Due to the industry’s being hyper-specialized, people can naturally be so focused on their own responsibilities that they may not see opportunities to make the patient’s experience even better.
When leaders narrate how to truly “own” patient care, it can make a huge difference in how people interact with patients.
Here are a few examples:
You’re a nurse who overhears a patient who is talking on the phone saying, “I don’t know how I’m going to get this prescription filled.” An engaged caregiver lets the patient know that resources are available to help.
A food service team member picks up a tray after lunch and notices the patient didn’t touch his meal. They take a moment to connect with empathy. “I noticed you didn’t eat anything. Is everything alright with the food? I can leave the tray longer.” The food service worker lets nursing staff know the patient ate very little. Nutrition is important. Not eating may also be an indicator of depression. Everyone is part of the healing team.
A finance person is leaving the building at the end of their shift. A family is walking by them on the way into the hospital. Instead of assuming the family knows where they are going, the person asks, “How can I help you?” and then proceeds to assist the family. The best wayfinder is a person.
It is closing time at an outpatient clinic. A patient was delayed due to an accident that stopped traffic. The patient very much wants to keep the appointment. They rush in as the staff is leaving. A place with an engaged team makes sure the patient is taken care of.
What are some other ways people can demonstrate ownership? There are many ways for people to act like owners. It does not apply only to direct patient care.
Please either share your ideas here or send me an email to Quint@QuintStuder.com. I will tabulate the responses and post. We are all in this together.
