The Importance of Employee Engagement
Deanna Serrano, Sr. Practice Services Manager
How do you create a winning culture which will positively impact the patient experience in your practice?
Think about the last time you were at a department store, eating at a restaurant or visiting a physician’s office and were greeted with minimal enthusiasm, or the employees were talking amongst themselves while you were waiting to be helped. You were not “wowed” by the experience and will not return, or you may even leave a negative review.
Now, think about your own practice and the way your patients interact with staff and the flow of the visit. Does your staff understand how they may be impacting the patient experience and bottom-line of the practice? Do they realize their attitudes and motivation set the tone for patients who are starting their hearing journey? Poor employee engagement can impact online reviews, referrals, and patient advocacy in your practice.
Why does engagement matter?
Practices that are best at engaging their employees achieve earnings-per-share growth that is more than four times that of their competitors. Engaged workers report better health outcomes and are 87% less likely to leave their organization. Creating a positive culture improves morale and patients can feel the positivity and genuine care. Simply put, employee engagement means happier patients, increased patient satisfaction and better profitability. Not to mention, ranking higher with more positive online reviews, increased patient referrals and a community of practice ambassadors who will tell all their friends your practice is the best place to receive hearing care.
Start by asking yourself questions like: “What is one thing I wish all the staff would start doing today and what would it mean to the practice?” Or, “What is one thing I wish all staff would stop doing today and what would that mean to the practice?” Whatever the answers may be, we have a solution.
Our vendor partner for employee development and engagement has over 20 years of human resource experience and is a subject matter expert in this area.
Gina McClowry Consulting offers full or half day sessions, tailored for each practice.
- Management training about how to effectively lead, coach, and communicate for success
- How to conduct annual business reviews and goals
- How to have difficult conversations
- DISC assessments for improved staff engagement
- Creation of onboarding processes
- Writing proposals for the practice
The next step to receive support is by booking the service on the Inner Circle Dashboard and click “Improve Business Operations.” Next, find Employee Development and Engagement service and add to the shopping cart.
Inner Circle Success Points can be submitted for reimbursement on a paid invoice. Points will vary for this service, depending on practice needs.
Deanna Serrano, M.B.A., M.S. joined Phonak in 2013 and is the Sr. Practice Service Manager for Sonova. She has held various positions over her 20+ year career in the hearing healthcare industry in management, practice development and sales. Deanna’s passion is to provide an exceptional customer experience for our Inner Circle members. When Deanna isn’t busy with practice services, she is outside kayaking, golfing or listening to an outdoor concert.