I'm just off of an entire day of patient satisfaction survey training. Days like this renew my energy and drive for service excellence in healthcare.

Following one of our training classes today a group of nursing directors and I had a great conversation about spreading knowledge to their respective staff members.  One of them commented that, "when they find out what their patients really think they're more apt to do something about it."  I believe she was right.  No one wants to be remembered as an average nurse or physician.  It would be horrible if your eulogy read that while Dr. Jones was a practicing physician...we might have been better off as a banker.  I think you get my drift.

Another one of the directors spoke about engagement of her staff.  Prior to her arrival her unit reported dismal patient satisfaction scores.  She engaged them by allowing them to buy-in to her vision and the mission of the hospital.  She also held all of them accountable for their actions subsequently causing a few departures.  This is not always bad.  Her staff is now engaged and the unit is operating like a well-oiled machine.

I believe if you combine these two very powerful forces...knowledge and engagement you'll achieve your goal.  I've personally seen it happen at every facility I've worked with.  Explain, using the appropriate data, what their customers are saying about them (knowledge) and engage them to be the best possible unit (engagement) and experience the satisfaction of watching your scores increase dramatically.