The Quadruple Aim: Employee Satisfaction in Healthcare | Binary Fountain

June 23, 2020

Achieving the Quadruple Aim: Employee Satisfaction in Healthcare

By: Erik Fessler

quadruple-aimHealthcare organizations are working hard to shift their goals and practices to improve the health of their patients. As the industry evolves, they are also focusing on the pursuit of the Quadruple Aim of Healthcare.

The Quadruple Aim seeks to optimize health system performance through:

  1. Improved patient outcomes
  2. Improved patient experience of care
  3. Lower health care costs
  4. Higher healthcare workforce satisfaction

There is a correlation between low staff engagement and lower patient satisfaction, poor outcomes, and increased costs. In order to achieve the Quadruple Aim, all aspects must be addressed. In this post, we explore how employee feedback and provider experience data help healthcare organizations meet their core business objectives.

What is the Quadruple Aim?

Every health organization is striving for top-quality outcomes for their patients. However, many realize that achieving consistent quality outcomes are tied to provider engagement and satisfaction. The Quadruple Aim was created as an expansion on the Triple Aim of Healthcare.

The Triple Aim was focused on improving the health of populations, elevating the patient experience, and reducing the per-capita cost of health care. The Quadruple Aim adds the fourth goal of provider satisfaction.

A growing number of studies are proving the correlation between provider satisfaction and the goals of the original Triple Aim. One found patients were about 2% less likely to recommend a hospital to friends and family for every 10% of nurses reporting dissatisfaction with their job. Meanwhile, a University of Missouri study found that low-quality nursing homes’ direct-care costs were 22% higher than those of high-quality organizations. Low patient satisfaction and experience have a steep cost.

Providers, staff, and care teams must feel happy and invested in their jobs for organizations to achieve and sustain improved patient outcomes. Unfortunately, provider burnout is a growing threat to health care systems and patient care. A 2019 Medscape survey discovered a 44% burnout rate among physicians across 29 specialties. This was a 2% rise from their 2018 study.

How to Achieve the Quadruple Aim

Improvements to the workplace are essential to helping the provider experience improve.

For example, giving caregivers efficient EMR technology enables faster care decisions without them needing to search dozens of disparate sources and documents. Clean, thoroughly stocked facilities allow physicians and nurses to worry about treatment instead of equipment. Clear corporate communications lead to fewer administrative headaches.

To find those areas of improvement, healthcare organizations need to open transparent lines of communication with providers. They must also establish consistent streams of employee feedback.

A Gallup poll found that 77% of employees are engaged when workers have:

  1. Open communication with management
  2. Input opportunities into their workplaces
  3. Perceive connections between current changes and the company’s future
  4. Believe management support for their workgroup

The same survey found that companies staffed by employees who strongly disagree that they had these resources had a mere 1% engagement rate.

Engaging your staff through surveys and reviews can be a powerful way to welcome that feedback and subsequently achieve higher clinical satisfaction.

Benefits of Employee Feedback and How to Use It

The benefits of proactively collecting employee feedback are numerous and vital for a thriving organization:

  • Gain an understanding of what you are doing well though employer surveys and other initiatives. Allow comments and free-text responses to gain unfiltered feedback in your health care workforce’s own words. Process these unstructured responses with Natural Language Processing (NLP) technology to quickly and efficiently analyze feedback.
  • Identify workplace weaknesses and make improvements to beat the high levels of unhappiness providers are reporting. One study found that 68% of family physicians and 73% of general internists would not re-choose their current specialty in a career reboot. You do not want this to be the norm for your providers. Use NLP technology to find areas of improvement, and impress employees with timely adjustments.
  • Understand what motivates your employees to achieve better alignment and boost employee engagement. The Monroe Clinic in Wisconsin found that a 1% increase in employee engagement increased the organization’s HCAHPS rating by one-third of a percent. It also increased patients’ willingness to recommend the institution by a fourth of a percent. Find out what your employees value, and then work to build synergies with your organization’s goals.
  • quadruple-aimImprove retention rates and turnover through improvements to workplace culture. Healthcare by nature can include high stress and high workplace demands. But small changes to policies, facilities, and culture can compound into major gains for healthcare organizations.
  • Recruit top talent by sharing positive employee feedback on employer brand websites. Nearly 40% of job seekers said employer reviews were the most important content when researching a potential company to work for. Publish positive employee survey responses on job boards to show top healthcare talent what your organization has to offer.
  • Keep a pulse on the most important asset of your organization – your people.

Manage Your Employee Satisfaction and Culture

 you’re interested in managing and improving your employee engagement and satisfaction to achieve the Quadruple Aim, be sure to investigate Binary Fountain’s Employer Brand Analytics solution. Our powerful tools gather employee feedback from your organization’s surveys as well as online review sites such as Glassdoor and Indeed. We make it easy to find insights useful towards elevating employee satisfaction, improving company culture, and recruiting top talent.

Want to learn more about how Binary Fountain can help you achieve the Quadruple Aim?

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About the Author

Erik Fessler
Marketing Coordinator

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