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'The Business of Health Care Report'

Correlation Between Employee Satisfaction and Health Care
08/22/2005

I’m Doug Hawthorne, president and CEO of Texas Health Resources, with “The Business of Health Care Report.”

In a recent survey conducted by Texas Health Resources, many patients and families told us they felt much more comfortable and trusting in the quality of the care they received when they encountered motivated, enthusiastic employees.

That improved customer service can result from satisfied employees does not require research. It seems obvious. That our patients recognize and connect employee satisfaction to the confidence they have in their quality of care – and the depth to which they observed and felt it – did surprise us a bit. How patients and families trust, connect and engage with caregivers strengthens the trust in the medical treatment and therapies prescribed – plus enhances the power to heal.

In a health care setting, patients feel vulnerable; they have turned control over to others. So, having a staff in which patients feel trust and connection, and a staff who demonstrates satisfaction and love for their jobs, become key ingredients for improving patient satisfaction.

Texas Health Resources just completed its employee satisfaction survey. It is great to know why our employees earn patient trust. Ninety-four percent of our employees express pride in working for Texas Health Resources, and 83 percent say they like their jobs. This feedback supports why THR has been able to achieve 94 percent overall patient satisfaction.

For Texas Health Resources’ faith-based hospitals –Harris Methodist, Presbyterian and Arlington Memorial – I’m Doug Hawthorne.

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