Reference no: EM133225038

Case: Hanson Rehabilitation Hospital is a 40-bed short-stay, residential treatment center specially designed and staffed to provide care for individuals rehabbing from hip replacement surgery. A hospital of this nature must have a caring, engaged staff dedicated to providing excellent care and high levels of customer service. Management, recognizing the correlation between satisfied employees and satisfied patients, routinely conducts employee satisfaction surveys.

At a recent management team meeting, the hospital's CEO discussed the upcoming employee survey and asked each team member what they had done in their respective departments to improve the satisfaction scores of their employees since the last survey. The director of physical therapy indicated that he had instituted a recognition program that entailed surveying the patients on a weekly basis and asking them about the therapists that provided therapy for them. The therapists that received the most compliments received a thank-you note and coffee shop gift card, plus were acknowledged at the departmental staff meetings. The director felt that the employees were really motivated by this program; and those that had received the recognition were very proud of the accomplishment.

Question 1. What is the value of routinely conducting employee engagement surveys?

Question 2. Why would the director of the physical therapy's recognition program potentially improve the departmental employee engagement survey scores?