Patient Satisfaction Tip of the Week
Tip #10: Happy Staff = Happy Patients
It's a simple formula: A positive patient experience starts with positive staff.

But figuring out how to keep employees happy has become a huge business. There are many resources about staff morale and staff engagement, from high-price consulting firms and research-based surveys to videos and TED Talks like " Why we need to treat our employees as thoughtfully as our customers ."

It's good to check out all these resources, but don't forget about the basics that show your staff you appreciate them and that you know they work hard:

  • A simple "thank you" does wonders

  • Acknowledge good work with a coffee run or getting through a stressful project with a pizza party

  • Recognize great customer service at staff meetings or offer rewards for patient engagement

  • Keep communication channels open - address dissatisfaction and respond to staff concerns quickly
Questions?
If you have any questions, please contact L.A. Care’s Quality Improvement Department at quality@lacare.org .
L.A. Care P4P Program
L.A. Care wants to help you in your practice and maximize your award. If you represent an IPA practice or clinic, please share these tips with the providers in your network. 

L.A. Care’s Patient Satisfaction Tips of the Week are related to the Clinical and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS). CAHPS scores partially determine payouts for VIIP (Value Initiative for IPA Performance) and the L.A. Care P4P (Pay-for-Performance) Program.

L.A. Care Health Plan , a public entity serving Los Angeles County