Employee CSAT & Customer Health

Imagine a career where your own happiness may actually improve the health of your customers. This would be a career where someone comes into your store, and the quality of your customer service actually has the ability to help the customer become healthier. It’s not necessarily the products that they buy – there is simply a correlation between great customer service and great customer health.

That is the thing that many hospitals are starting to consider when it comes to their employees. It is in hospitals where employee satisfaction may be more than simply a way to increase productivity – it may actually affect the health of their patients, who are acting as customers of the hospital.

There are conflicting studies about how much a good bedside manner affects patient health. Some report that it may have a strong effect – improving moods in order to assist recovery. Others argue the effects may be small or non-existent, where the only possible benefit is for those with blood pressure issues that need to stay calm and satisfied for their own health.

Yet despite these conflicting reports, there are several reasons that focusing on employee satisfaction in health care may benefit the hospital and its patients. Some of these reasons include: Residual Benefits – Regardless of the measurable benefits of a good bedside manner, there may be other problems that are less measurable when a patient has a less than satisfying customer experience.

For example, perhaps the next time they are feeling some sort of physical discomfort their bad experience will cause them to avoid seeking help, putting them at further risk. Customer Satisfaction – Hospitals these days are struggling. Hospitals need to maintain a good name within the industry in order to continue receiving patients and building their revenue.

They are a company like any other, and bad word of mouth marketing may make it harder for them to survive. Employee Retention – There are current nursing shortages throughout the country. Holding on to the best employees in the healthcare industry is important for both the success of the hospital and the health of the patient.

Hospitals need to be considered businesses like any other, and it’s clear that regardless of whether or not a good bedside manner affects illness recovery, there are still a variety of reasons that hospitals need to focus their attention on employee satisfaction in the same way that companies do. Hospitals are struggling, and the more attention they pay to the way their hospitals operate, the better they’ll be in the long run. Related Blog Part 2