Experts Weigh In: Creating and Maintaining Engaged Frontline Staff

CHAMPS Patient Experience's most recent blog post, Experts Weigh In: Creating and Maintaining Engaged Frontline Staff, is the second in a series to respond to the remaining questions from our online patient experience forum which are related to enhancing the patient experience in our organizations.

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Panelists from our online patient experience forum: Jason Wolf, Wendy Leebov and Carol Santalucia.

Cleveland, Ohio (PRWEB) May 20, 2014

CHAMPS Patient Experience's most recent blog post, Experts Weigh In: Creating and Maintaining Engaged Frontline Staff, is the second in a series to respond to the remaining questions from our online patient experience forum which are related to enhancing the patient experience in our organizations.

The question being asked to the panelists is: "How have you engaged frontline staff and maintained that engagement?"

Response from Wendy Leebov:

  • To create and maintain engaged frontline staff, we heavily engage and leverage the informal leaders in the organization by developing them as peer coaches, champions and facilitators. Also, the Language of Caring skills are self-reinforcing. Once people use them, they realize how much more satisfying their work is.

Response from Carol Santalucia:

  • The driving philosophy behind our programs is that every caregiver, no matter what their job title, plays a significant role in the patient experience. We encourage caregivers to begin thinking differently about their jobs. This causes them to feel more connected to the mission and values of the organization, which leads to a greater sense of ownership and pride because they know they can make a difference. As caregivers begin to see themselves differently, wonderful stories emerge about their deliberate acts of kindness and compassion – acts that go beyond their assigned duties and make lasting impressions for patients and families. These stories become infectious, causing the “light bulb" to come on for those who felt less connected to the patient experience, resulting in more engaged frontline staff.

Response from Jason Wolf:

  • Ensuring and maintaining engagement, creating buy-in and accountability is grounded in one idea, be it in healthcare or any other industry. To have people understand and take action they have to have a sense of ownership. This is done via co-creating, involving a broad range of voices and enabling shared leadership. I have yet to see a top-down declaration ever shift behavior and/or drive engagement. We must use all voices in our organizations to ensure experience excellence and when we do powerful and sustained outcomes are possible.

The blog ends by asking readers how they have engaged frontline staff and maintained engagement.

To learn more about the CHAMPS Patient Experience blog, PX Perspective, visit http://www.pxperspective.com.

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In partnership with Santalucia Group, CHAMPS Patient Experience offers a variety of services to enhance the patient experience. Led by Carol Santalucia, a recognized leader in patient experience with more than 30 years of expertise, CHAMPS offers outcomes-based services designed to create an optimal patient experience. We believe providing an optimal patient experience not only makes sense intuitively but also leads to improved healthcare outcomes, increased patient loyalty and an enhanced financial position for our clients. To learn more about us and our services, visit http://www.champspatientexperience.com.