Employee, Patient Satisfaction

Transcript

Voice of Percy Williams, director of Radiology
Palo Alto Medical Foundation, Santa Cruz
Employee satisfaction is a direct result of patient satisfaction. These are our mothers, sisters, brothers…these are people within our community. Staff recognize that every patient really is extremely valuable. And what’s so great is… that this is the Sutter difference.

Percy Williams
When I began as director three years ago, I got the sense that there was this disconnection between staff and patients. So I called a meeting of the entire department.

Larry Millstone, Information Systems Analyst, Radiology Department
Palo Alto Medical Foundation, Santa Cruz
And he asked us what we thought we did here, what our role was. So we went around and everybody said, “I shoot x-rays,” or “I pull jackets,” or “I file jackets” or “I check in patients.”

Percy Williams
No one actually came out and said they cared for patients.

Larry Millstone
He just wanted to make it clear that what we did was help the patient—to work toward our goal: getting the patients what they need.

Gordon Hunt, M.D., Senior VP & Chief Medical Officer, Sutter Health
Sutter Health is committed to quality. Quality impacts everything in health care: patient satisfaction and employee satisfaction. When you think about it, the quality of our service and the quality of care is the absolute core attribute that patients seek from health care. That’s what they want to receive. Every year we do a survey on employee satisfaction. It’s called the “Experience of Work” survey. It’s got a number of questions that give us a pretty good idea of how employees feel.

Percy Williams
It literally allows you to gauge the heartbeat of a department. It’s literally taking a pulse to understand what your staff knows, how well management is doing, and ultimately, to get a sense of how health care is provided to patients.

Larry Millstone
The Experience of Work survey, to me, meant that they cared how I felt about where I work. They wanted to know what my impressions were so they can make things better.

Percy Williams
Within our department a lot has changed. We have noticed a decrease in wait times. We took steps necessary to ensure that employees understood that the patient always comes first.

Margaret Hansen, M.D., Medical Director, Radiology Department
Palo Alto Medical Foundation, Santa Cruz
The employees went from having relatively little control over their own work environment to having a lot more control and a sense that they were contributing and were important. And that made all the difference. I can say that it has made my work life more efficient, more enjoyable and more productive. And it’s enabled me to provide better care to our patients.

Marion Carlson, patient
I recently went to the Radiology Department in Santa Cruz for a mammogram. They were on time, and they took me to a room where I waited for a short time, and then they took me in. I was impressed with how comfortable they made me feel. You feel that personal attention—and you know you’re not a number.

Alfred Carlson, patient
They do use your name here. They call you by name.

Percy Williams
It’s patients like Alfred and Marion that really speak to it—a true testament of how much we’ve changed and transformed ourselves.

Gordon Hunt
We spend a lot of time in Sutter Health looking at what will satisfy patients and what will make the employees of Sutter Health good caregivers—whether they’re at the bedside or elsewhere in the organization. We sustain each other, and that satisfaction is important.

Percy Williams
Our role in all communities is that we provide the best care possible so we can truly shape health care. There’s nothing more gratifying than knowing that you—as an individual within a department, within an organization, within a system—have impacted one of many communities. That’s the stuff that makes you sleep well at night. To me, that ultimately drives why we’re all here.