The study used data from VA’s “all-employee survey”—an expanded version of the Federal Employees Viewpoint Survey. Image: Olivier Le Moal/Shutterstock.com
By: FEDweek StaffA posting on performance.gov highlights findings of an internal VA study showing a correlation between employee engagement scores and customer satisfaction scores, adding that “an engaged workforce is more likely to create a positive customer experience, resulting in higher trust.”
“VA has long held that each employee interaction with a patient is an opportunity to own each moment to directly improve that veteran’s experience. Now, VA has completed a small quantitative study using healthcare data to show that demonstrates a potential relationship between employee engagement and patient satisfaction,” the posting says.
The study used data from VA’s “all-employee survey”—an expanded version of the Federal Employees Viewpoint Survey—and patient satisfaction surveys at its healthcare facilities. The latter includes responses to statement such as “My provider listened carefully to me” and “My provider explained things in a way that I could understand.”
Says the posting, “Overall, within inpatient mental healthcare services, evidence showed that an increase in the Employee Engagement Index (EEI) by 10% was associated with the overall hospital ratings increasing by an average of 4%. Additionally, within outpatient services, an increase in EEI by 10% was found to be associated with an average of a 3% increase in patient trust. This promising correlation suggests simultaneous increases in the EEI and trust.”
The study “suggests that agencies have two mechanisms to increase public trust in government: first, through direct CX process improvements and service recovery, and second, through creating positive employee experiences, thereby improving employee engagement,” it adds.
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