While we have continued to make significant strides year over year with our quality initiatives in our 265 bed community teaching hospital we just can’t seem to gain a whole of traction in improving and sustaining our HCAHPS. Our multi-year journey focused first on quality, then staff engagement (both showing marked improvement) and now all focus is on patient satisfaction. Several years ago we engaged with Studer but that became cost-prohiitive and the bargaining units refused to support the initiatives and became barriers.
One of our biggest challenge is that we have two unions: one for the RNs and technical clinical staff (CWA) and one for everyone else: EVS, Dietary, Transport, PCAs (SEIU). Anecdotally, the two unions do not get along very well.
Whenever leadership attempts to implement new initiatives related to patients satisfaction the unions each in their own way protest, with the majority of the complaints surrounding “staffing”.
Any advice on how to move patient satisfaction initiatives forward in the face of staff and bargaining unit resistance?