Why Every Company Should Have a “Fourth of July” – and How to Do It

Posted by Greg Hyman on Jul 1, 2015 8:00:00 AM

Since it was first celebrated over two hundred years ago, the Fourth of July has come to mean many different things to Americans.

For many, the day is a chance to connect with family and friends, to indulge in tasty foods and enjoy the spectacle of parades or fireworks displays. Perhaps more significantly, the celebrations also acknowledge a pivotal moment in American history and pay tribute to events that paved the way for our modern American lifestyle.

The day has long held such significance. Writing to his wife in early July 1776, John Adams referred to the future celebration of a “great anniversary festival,” predicting that the time would be one at which Americans annually honor their nation’s birth. Centuries later, we see that Adams was right.

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CG-CAHPS Surveys from the Patient Perspective

Posted by Melissa Herrett on Jun 25, 2015 9:41:10 AM


On this blog, we tend to talk a lot about patient surveys from the hospital or provider group’s perspective. Which survey is most applicable to your patient population? What mode should you use? What’s the right sample given various factors affecting your organization? While each of these questions is vital to selecting the correct patient experience survey plan, it’s equally important to consider who will be receiving your survey. In this spirit, I wanted to use this post to take a step back and consider patient experience surveys from a different angle: that of the patient.

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Engaging Millennials: If You Can’t Beat ‘Em, Join ‘Em

Posted by Hannah Johnson on Jun 23, 2015 9:38:48 AM

blog3According to the Bureau of Labor Statistics, millennials - people between 18 and 34 years old today - have an average time on the job of less than 16 months. Compared to the older Generation Xers, whose median job occupancy is 5.5 years, millennials seem to never settle down. Millennials are sometimes characterized as being flighty and unwilling to pay their dues, but they are not a group to be disregarded.

In fact, millennials comprise 34 percent of the workforce today. With millennials representing such a large share of the workforce, companies need to welcome them with an open mind. Yet, understandably, many leaders find themselves asking, “How do I engage a workforce that is known for planting fairly shallow roots?”

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Four Questions to Ask Yourself about Patient Expectations

Posted by Greg Hyman on Jun 19, 2015 8:36:17 AM

For any business, consumer expectations matter a lot. This is no less true in healthcare, where a patient’s expectations can set the tenor of the entire care journey, from their preparations for care and perceptions of the care experience itself to ongoing health management and compliance.

Avatar’s patient survey database shows that across the industry, patient expectations have increased significantly over the last fifteen years. While these increases could reflect improvements in care quality and satisfaction, they also mean that organizations must work harder to meet patients’ rising expectations. Organizations that fail to meet patients’ expectations will almost certainly not earn their full loyalty and endorsement.

With so much on the line, taking a quantitative approach to understanding and responding to patient expectations is critical. The following are several key questions every organization should ask as they evaluate approaches for understanding and addressing expectations.

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Increasing Employee Engagement Survey Confidentiality

Posted by Brian Ellis on Jun 17, 2015 8:16:00 AM

Confidentiality can be a concern when administering an employee engagement survey, and with good reason.  Employees want to make sure that their honest thoughts and opinions are communicated to senior managers, but they don’t want to be individually identified.  Management wants employees to respond honestly as well, and they also want high participation rates to maximize the benefits of the survey.

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3 Tips for Using Patient Satisfaction Surveys to Improve Employee Engagement

Posted by Melissa Herrett on Jun 11, 2015 3:11:16 PM

The link between employee engagement and patient satisfaction may seem like common sense. After all, isn’t it intuitive that if an employee is dedicated and enthusiastic about his work, this excitement will likely be apparent in his interactions with patients? While many individuals in the healthcare industry recognize and understand this connection, actually utilizing this knowledge to make a change tends to be a challenging endeavor.

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Famous Employee Engagement Quotes (Vol. 2)

Posted by Hannah Johnson on Jun 9, 2015 11:39:09 AM

In a previous post (Famous Employee Engagement Quotes, Vol. 1), I mentioned a few quotes that really resonate with me when thinking about my role in the workplace. Just one influential quotation can make you step back and evaluate your outlook.

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The Latest Updates on CAHPS for PQRS

Posted by Greg Hyman on Jun 4, 2015 6:00:00 AM

Since we last shared information on CAHPS for PQRS in a March 2015 blog article, some exciting developments have occurred regarding the instrument and national implementation. To help you stay on top of these developments, this article provides an overview of new information on the survey and what it means for eligible provider groups.

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Can Holacracy and Employee Engagement Coexist?

Posted by Brian Ellis on Jun 2, 2015 8:49:00 AM

Innovative online retailer Zappos, known for its exceptional customer service, recently decided to kick the traditional management system to the curb in favor of Holacracy, a system in which teams self-organize to govern themselves and share workloads.  There are no more managers or directors at Zappos, just teams connected by one designated person each.

The company's history of success notwithstanding, this move has led many to question how an organization can function properly without managers.  I, for one, wondered how employee engagement might be affected by this type of organizational structure.  Inspired by these questions, I did some reading up on Holacracy and identified a few ways I think the management system has the potential to impact employee engagement.

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Key Tips for Designing an Effective Patient Experience Survey

Posted by Melissa Herrett on May 28, 2015 5:00:00 AM

When used effectively, patient experience surveys can provide indispensable information for healthcare organizations. The wide variety of measurement tools and techniques available, however, can be somewhat daunting. How do you select the survey that best meets your needs?   The key is to actually design a survey that addresses your specific goals and objectives.

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