Improve Patient Satisfaction Scores by Focusing on Employee Strengths

what are you best at?A high-quality patient experience comes from patients encountering employees who are in the right roles. This is the conclusion drawn by the employee engagement experts over at Gallup.

What are the right roles for employees? According to research, employees perform at their best when they are allowed to deploy their strengths frequently at work.

Galllup has long advocated for strengths-based management as a key engagement strategy. Strengths-based management encourages leaders to help employees identify and articulate their strengths, then position employees to use their strengths as part of their routine job functions. Strengths are the sum of the talents, skills, and experiences each employee brings to their work.

For example, some members of a healthcare team may be more adept at de-escalating agitated patients, while others may excel at patient education or training new hires.

Employees that get to use their strengths frequently at work report higher levels of engagement and satisfaction and lower levels of stress. As a result, when patients encounter personnel who are in the right roles- that is to say they are in jobs that take advantage of their strengths- a positive patient-provider connection is more likely, and higher patient satisfaction scores result.

As you lead your teams into the new year, take a few minutes to explore the strengths of the individuals that make up the team. Ask them “Do you get to do what you do best every day?”  Partner with them to increase the use of their strengths and to orient team responsibilities toward the unique talents, skills, and experiences they bring to the table.

Joe Mull gives physicians, managers, and healthcare teams the soft skills they need to navigate the challenges they face every day. His new book Cure for the Common Leader: What Physicians & Managers Must Do to Engage & Inspire Healthcare Teams is available on For more information on Joe’s programs and services, visit


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