It’s a Love Story: The Power of Patient and Employee Experiences in Healthcare

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id="sub-nav-13fea972-7798-413a-b6f4-05d22585de2a" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active">Private Equity</a> <div class="primary-nav__level-three" data-level="2" data-delay-toggle data-control-elements="#sub-nav-13fea972-7798-413a-b6f4-05d22585de2a, #sub-nav-13fea972-7798-413a-b6f4-05d22585de2a-close, #nav-078b9af7-0e44-4af4-9ad0-d371288c6976-close" data-class-toggle="mega-menu__level-three--expanded" data-delay-time="400" data-reverse="true"> <div class="off-canvas-menu__back-link"> <a id="sub-nav-13fea972-7798-413a-b6f4-05d22585de2a-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active" class="off-canvas-menu__back-link">Branchenkompetenzen</a> </div> <div class="off-canvas-menu__level-three-wrap"> <h5> <a href="/de/branchenkompetenzen/private-equity/" aria-label="Private Equity">Private Equity</a> </h5> <ul> <li> <a href="/de/branchenkompetenzen/private-equity/due-diligence/" aria-label="Due Diligence">Due Diligence</a> </li> <li> <a href="/de/branchenkompetenzen/private-equity/exit-planning/" aria-label="Exit Planning">Exit Planning</a> </li> <li> <a href="/de/branchenkompetenzen/private-equity/firm-strategy/" aria-label="Firm Strategy & Operations">Firm Strategy & Operations</a> </li> <li> <a href="/de/branchenkompetenzen/private-equity/wertschoepfung-im-portfolio/" aria-label="Portfolio Value Creation">Portfolio Value Creation</a> </li> </ul> </div> </div> </li> <li> <a href="/de/branchenkompetenzen/sozialer-und-oeffentlicher-sektor/" aria-label="Sozialer und öffentlicher Sektor">Sozialer und öffentlicher Sektor</a> </li> <li> <a href="#" id="sub-nav-09877a0d-9c98-4437-ae97-c7bba604b784" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active">Technologie</a> <div class="primary-nav__level-three" data-level="2" data-delay-toggle data-control-elements="#sub-nav-09877a0d-9c98-4437-ae97-c7bba604b784, #sub-nav-09877a0d-9c98-4437-ae97-c7bba604b784-close, #nav-078b9af7-0e44-4af4-9ad0-d371288c6976-close" data-class-toggle="mega-menu__level-three--expanded" data-delay-time="400" data-reverse="true"> <div class="off-canvas-menu__back-link"> <a id="sub-nav-09877a0d-9c98-4437-ae97-c7bba604b784-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active" class="off-canvas-menu__back-link">Branchenkompetenzen</a> </div> <div class="off-canvas-menu__level-three-wrap"> <h5> <a href="/de/branchenkompetenzen/technologie/" aria-label="Technologie">Technologie</a> </h5> <ul> <li> <a href="/de/branchenkompetenzen/technologie/software-value-creation/" aria-label="Software">Software</a> </li> <li> <a href="/de/branchenkompetenzen/technologie/internet-of-things/" aria-label="Internet of Things">Internet of Things</a> </li> </ul> </div> </div> </li> <li> <a href="/de/branchenkompetenzen/telekommunikation/" aria-label="Telekommunikation">Telekommunikation</a> </li> <li> <a href="/de/branchenkompetenzen/versorgung-und-erneuerbare-energien/" aria-label="Versorgung und erneuerbare Energien">Versorgung und erneuerbare Energien</a> </li> </ul> </div> </div> </div> </div> </section> </div> </div> </li> <li> <a href="#" id="nav-95c4a46f-e751-4996-99db-4e972a0b7e59" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-two-active">Managementkompetenzen</a> <div class="primary-nav__mega-menu" data-level="1" data-delay-toggle data-control-elements="#nav-95c4a46f-e751-4996-99db-4e972a0b7e59, #nav-95c4a46f-e751-4996-99db-4e972a0b7e59-close" data-class-toggle="mega-menu__level-two--expanded" data-delay-time="400" data-reverse="true"> <div class="primary-nav__mega-menu-wrapper"> <div id="off-canvas-header" class="off-canvas-menu__header"> <button data-toggle="off-canvas-menu body html overlay" aria-controls="off-canvas-menu" aria-label="menu" class="js-hamburger-btn js-hamburger-btn-in-off-canvas"> <span class="icon-bars"></span> </button> <div class="off-canvas-menu__logo primary-nav__logo "> <a href="/de/" aria-label="Main navigation logo link"> <img alt="" src="/contentassets/0b88e3e10a7b4592809517c28b75847e/logo_red_bain.svg" /> </a> </div> </div> <div class="off-canvas-menu__back-link"> <a id="nav-95c4a46f-e751-4996-99db-4e972a0b7e59-close" data-toggle="off-canvas-header" data-toggle-element="#off-canvas-menu-container" data-close-only="true" data-toggle-class="level-two-active" data-remove-class="level-three-active" class="off-canvas-menu__back-link ">Hauptmenü</a> </div> <section data-dynamic-max-height data-delay-time="400"> <div class="primary-nav__level2-container"> <div class="primary-nav__primary-list"> <h4 class="primary-nav__mega-menu-heading"> <a href="/de/managementkompetenzen/">Managementkompetenzen</a> </h4> <div class="primary-nav__col-group"> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/managementkompetenzen/kundenstrategie-und-marketing/customer-experience-transformation/" aria-label="Customer Experience">Customer Experience</a> </li> <li> <a href="/de/managementkompetenzen/nachhaltigkeit/" aria-label="ESG">ESG</a> </li> <li> <a href="/de/managementkompetenzen/strategie/next-business-building/" aria-label="Innovation">Innovation</a> </li> </ul> </div> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/managementkompetenzen/mergers-acquisitions/" aria-label="M&A">M&A</a> </li> <li> <a href="/de/managementkompetenzen/operations/" aria-label="Operations">Operations</a> </li> <li> <a href="/de/managementkompetenzen/organisation/" aria-label="People & Organization">People & Organization</a> </li> </ul> </div> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/branchenkompetenzen/private-equity/" aria-label="Private Equity">Private Equity</a> </li> <li> <a href="/de/managementkompetenzen/kundenstrategie-und-marketing/" aria-label="Sales & Marketing">Sales & Marketing</a> </li> <li> <a href="/de/managementkompetenzen/strategie/" aria-label="Strategie">Strategie</a> </li> </ul> </div> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/vector-digital/advanced-analytics/" aria-label="KI, Einblicke und Lösungen">KI, Einblicke und Lösungen</a> </li> <li> <a href="/de/managementkompetenzen/transformation/" aria-label="Transformation">Transformation</a> </li> </ul> </div> </div> </div> </div> </section> </div> </div> </li> <li> <a href="/de/managementkompetenzen/digital-transformation/" aria-label="Digital" class="">Digital</a> </li> <li> <a href="#" id="nav-763790a6-c67d-4c03-9ffb-cae4ca7c2c6e" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-two-active">Publikationen</a> <div class="primary-nav__mega-menu" data-level="1" data-delay-toggle data-control-elements="#nav-763790a6-c67d-4c03-9ffb-cae4ca7c2c6e, #nav-763790a6-c67d-4c03-9ffb-cae4ca7c2c6e-close" data-class-toggle="mega-menu__level-two--expanded" data-delay-time="400" data-reverse="true"> <div class="primary-nav__mega-menu-wrapper"> <div id="off-canvas-header" class="off-canvas-menu__header"> <button data-toggle="off-canvas-menu body html overlay" aria-controls="off-canvas-menu" aria-label="menu" class="js-hamburger-btn js-hamburger-btn-in-off-canvas"> <span class="icon-bars"></span> </button> <div class="off-canvas-menu__logo primary-nav__logo "> <a href="/de/" aria-label="Main navigation logo link"> <img alt="" src="/contentassets/0b88e3e10a7b4592809517c28b75847e/logo_red_bain.svg" /> </a> </div> </div> <div class="off-canvas-menu__back-link"> <a id="nav-763790a6-c67d-4c03-9ffb-cae4ca7c2c6e-close" data-toggle="off-canvas-header" data-toggle-element="#off-canvas-menu-container" data-close-only="true" data-toggle-class="level-two-active" data-remove-class="level-three-active" class="off-canvas-menu__back-link ">Hauptmenü</a> </div> <section data-dynamic-max-height data-delay-time="400"> <div class="primary-nav__level2-container"> <div class="primary-nav__primary-list"> <h4 class="primary-nav__mega-menu-heading"> <a href="/de/publikationen/">Publikationen</a> </h4> <div class="primary-nav__col-group"> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/publikationen/branchenthemen/" aria-label="Branchenthemen">Branchenthemen</a> </li> <li> <a href="/de/publikationen/managementthemen/" aria-label="Managementthemen">Managementthemen</a> </li> <li> <a href="/de/publikationen/bain-books/" aria-label="Bain-Bücher">Bain-Bücher</a> </li> </ul> </div> </div> <a class="primary-nav__see-all" href="/de/publikationen/">Alle Publikationen</a> </div> <section class="primary-nav__secondary-list"> <h5 class="primary-nav__mega-menu-heading">Ausgewählte Themen</h5> <div class="primary-nav__col-group"> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/publikationen/topics/resilience-amid-global-crisis/" aria-label="Resilienz in der globalen Krise">Resilienz in der globalen Krise</a> </li> <li> <a href="/de/publikationen/topics/m-and-a-report/" aria-label="M&A Report">M&A Report</a> </li> <li> <a href="/de/publikationen/topics/dry-powder-the-private-equity-podcast/" aria-label="Private Equity Podcast">Private Equity Podcast</a> </li> <li> <a href="/de/insights/private-equity-midyear-report-2024/" aria-label="Midyear Private Equity Report">Midyear Private Equity Report</a> </li> <li> <a href="/de/publikationen/topics/agile/" aria-label="Agile">Agile</a> </li> </ul> </div> </div> </section> <section class="primary-nav__secondary-list"> <div class="primary-nav__col-group"> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/publikationen/topics/engineering-r-and-d-report/" aria-label="Engineering Report">Engineering Report</a> </li> <li> <a href="/de/publikationen/topics/digital-transformation/" aria-label="Digital Transformation ">Digital Transformation </a> </li> <li> <a href="/de/publikationen/topics/elements-of-value/" aria-label="Elements of Value®">Elements of Value®</a> </li> <li> <a href="/de/publikationen/topics/the-firm-of-the-future/" aria-label="Firm of the Future">Firm of the Future</a> </li> <li> <a href="/de/insights/nachhaltigkeitsstudie-von-haltung-zu-handlung/" aria-label="Nachhaltigkeitsstudie">Nachhaltigkeitsstudie</a> </li> </ul> </div> </div> </section> <section class="primary-nav__secondary-list"> <div class="primary-nav__col-group"> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/insights/topics/macro-trends/" aria-label="Macro Trends">Macro Trends</a> </li> <li> <a href="/de/publikationen/topics/future-of-consumption-insights/" aria-label="Future of Consumption">Future of Consumption</a> </li> <li> <a href="/de/ueber-uns/weltwirtschaftsforum/" aria-label="Weltwirtschaftsforum (WEF)">Weltwirtschaftsforum (WEF)</a> </li> </ul> </div> </div> </section> </div> </section> </div> </div> </li> <li> <a href="#" id="nav-3b649d24-b82e-4afa-8870-324134085a61" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-two-active">Über uns</a> <div class="primary-nav__mega-menu" data-level="1" data-delay-toggle data-control-elements="#nav-3b649d24-b82e-4afa-8870-324134085a61, #nav-3b649d24-b82e-4afa-8870-324134085a61-close" data-class-toggle="mega-menu__level-two--expanded" data-delay-time="400" data-reverse="true"> <div class="primary-nav__mega-menu-wrapper"> <div id="off-canvas-header" class="off-canvas-menu__header"> <button data-toggle="off-canvas-menu body html overlay" aria-controls="off-canvas-menu" aria-label="menu" class="js-hamburger-btn js-hamburger-btn-in-off-canvas"> <span class="icon-bars"></span> </button> <div class="off-canvas-menu__logo primary-nav__logo "> <a href="/de/" aria-label="Main navigation logo link"> <img alt="" src="/contentassets/0b88e3e10a7b4592809517c28b75847e/logo_red_bain.svg" /> </a> </div> </div> <div class="off-canvas-menu__back-link"> <a id="nav-3b649d24-b82e-4afa-8870-324134085a61-close" data-toggle="off-canvas-header" data-toggle-element="#off-canvas-menu-container" data-close-only="true" data-toggle-class="level-two-active" data-remove-class="level-three-active" class="off-canvas-menu__back-link ">Hauptmenü</a> </div> <section data-dynamic-max-height data-delay-time="400"> <div class="primary-nav__level2-container"> <div class="primary-nav__primary-list"> <h4 class="primary-nav__mega-menu-heading"> <a href="/de/ueber-uns/">Über uns</a> </h4> <div class="primary-nav__col-group"> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/ueber-uns/was-wir-bieten/" aria-label="Was wir bieten">Was wir bieten</a> </li> <li> <a href="/de/ueber-uns/unser-ansatz/" aria-label="Unser Ansatz">Unser Ansatz</a> </li> <li> <a href="/de/ueber-uns/leadership/" aria-label="Unser Team">Unser Team</a> </li> <li> <a href="/de/ueber-uns/game-changer-award/" aria-label="Game Changer Award">Game Changer Award</a> </li> <li> <a href="/de/ueber-uns/FAB-und-PULSE/" aria-label="Female Allstar Board">Female Allstar Board</a> </li> </ul> </div> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/results/" aria-label="Messbare Ergebnisse (EN)">Messbare Ergebnisse (EN)</a> </li> <li> <a href="/de/ueber-uns/auszeichnungen/" aria-label="Auszeichnungen">Auszeichnungen</a> </li> <li> <a href="/de/ueber-uns/global-affiliations/" aria-label="Globale Partnerschaften">Globale Partnerschaften</a> </li> <li> <a href="/de/ueber-uns/bain-initiative-the-mission/" aria-label="The Mission ">The Mission </a> </li> </ul> </div> </div> </div> <section class="primary-nav__secondary-list"> <h5 class="primary-nav__mega-menu-heading">Further: Our global responsibility</h5> <div class="primary-nav__col-group"> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/ueber-uns/further/chancengleichheit/" aria-label="Vielfalt & Chancengleichheit">Vielfalt & Chancengleichheit</a> </li> </ul> </div> </div> </section> <section class="primary-nav__secondary-list"> <div class="primary-nav__col-group"> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/ueber-uns/further/social-impact/" aria-label="Soziale Verantwortung">Soziale Verantwortung</a> </li> <li> <a href="/de/ueber-uns/further/unsere-nachhaltigkeit/" aria-label="Sustainability">Sustainability</a> </li> </ul> </div> </div> <a class="primary-nav__see-all" href="/de/ueber-uns/further/" aria-label="Erfahren Sie mehr zu "Further"">Erfahren Sie mehr zu "Further"</a> </section> </div> </section> </div> </div> </li> <li> <a href="#" id="nav-eda00e46-9b7f-4ba6-b627-23cd16fdc54e" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-two-active">Karriere</a> <div class="primary-nav__mega-menu" data-level="1" data-delay-toggle data-control-elements="#nav-eda00e46-9b7f-4ba6-b627-23cd16fdc54e, #nav-eda00e46-9b7f-4ba6-b627-23cd16fdc54e-close" data-class-toggle="mega-menu__level-two--expanded" data-delay-time="400" data-reverse="true"> <div class="primary-nav__mega-menu-wrapper"> <div id="off-canvas-header" class="off-canvas-menu__header"> <button data-toggle="off-canvas-menu body html overlay" aria-controls="off-canvas-menu" aria-label="menu" class="js-hamburger-btn js-hamburger-btn-in-off-canvas"> <span class="icon-bars"></span> </button> <div class="off-canvas-menu__logo primary-nav__logo "> <a href="/de/" aria-label="Main navigation logo link"> <img alt="" src="/contentassets/0b88e3e10a7b4592809517c28b75847e/logo_red_bain.svg" /> </a> </div> </div> <div class="off-canvas-menu__back-link"> <a id="nav-eda00e46-9b7f-4ba6-b627-23cd16fdc54e-close" data-toggle="off-canvas-header" data-toggle-element="#off-canvas-menu-container" data-close-only="true" data-toggle-class="level-two-active" data-remove-class="level-three-active" class="off-canvas-menu__back-link ">Hauptmenü</a> </div> <section data-dynamic-max-height data-delay-time="400"> <div class="primary-nav__level2-container"> <div class="primary-nav__primary-list"> <h4 class="primary-nav__mega-menu-heading"> <a href="/de/careers/">Karriere</a> </h4> <div class="primary-nav__col-group"> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="#" id="sub-nav-91cba521-19b8-4c4c-bceb-d25307631047" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active">Dein Einstieg</a> <div class="primary-nav__level-three" data-level="2" data-delay-toggle data-control-elements="#sub-nav-91cba521-19b8-4c4c-bceb-d25307631047, #sub-nav-91cba521-19b8-4c4c-bceb-d25307631047-close, #nav-eda00e46-9b7f-4ba6-b627-23cd16fdc54e-close" data-class-toggle="mega-menu__level-three--expanded" data-delay-time="400" data-reverse="true"> <div class="off-canvas-menu__back-link"> <a id="sub-nav-91cba521-19b8-4c4c-bceb-d25307631047-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active" class="off-canvas-menu__back-link">Karriere</a> </div> <div class="off-canvas-menu__level-three-wrap"> <h5> <a href="/de/careers/work-with-us/" aria-label="Dein Einstieg">Dein Einstieg</a> </h5> <ul> <li> <a href="/de/careers/work-with-us/find-your-place/" aria-label="Find Your Place">Find Your Place</a> </li> <li> <a href="/de/careers/work-with-us/our-work-areas/" aria-label="Unsere Arbeitsbereiche">Unsere Arbeitsbereiche</a> </li> <li> <a href="/de/careers/work-with-us/integrated-teams/" aria-label="Unsere Teams">Unsere Teams</a> </li> <li> <a href="/de/careers/work-with-us/students/" aria-label="Angebote für Studierende">Angebote für Studierende</a> </li> <li> <a href="/de/careers/work-with-us/internships-programs/" aria-label="Praktika & Programme">Praktika & Programme</a> </li> <li> <a href="/de/careers/work-with-us/recruiting-events/" aria-label="Recruiting-Events">Recruiting-Events</a> </li> </ul> </div> </div> </li> </ul> </div> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="#" id="sub-nav-6f702a46-4e1b-4c62-8bf7-eed1896b96c5" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active">Arbeiten bei Bain</a> <div class="primary-nav__level-three" data-level="2" data-delay-toggle data-control-elements="#sub-nav-6f702a46-4e1b-4c62-8bf7-eed1896b96c5, #sub-nav-6f702a46-4e1b-4c62-8bf7-eed1896b96c5-close, #nav-eda00e46-9b7f-4ba6-b627-23cd16fdc54e-close" data-class-toggle="mega-menu__level-three--expanded" data-delay-time="400" data-reverse="true"> <div class="off-canvas-menu__back-link"> <a id="sub-nav-6f702a46-4e1b-4c62-8bf7-eed1896b96c5-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active" class="off-canvas-menu__back-link">Karriere</a> </div> <div class="off-canvas-menu__level-three-wrap"> <h5> <a href="/de/careers/life-at-bain/" aria-label="Arbeiten bei Bain">Arbeiten bei Bain</a> </h5> <ul> <li> <a href="/de/careers/life-at-bain/supporting-your-growth/career-stories/" aria-label="Karriere Stories">Karriere Stories</a> </li> <li> <a href="/de/careers/life-at-bain/our-people/" aria-label="Unsere Bainies">Unsere Bainies</a> </li> <li> <a href="/de/careers/life-at-bain/where-we-work/" aria-label="Office-Standorte">Office-Standorte</a> </li> <li> <a href="/de/careers/life-at-bain/supporting-your-growth/" aria-label="Weiterentwicklung">Weiterentwicklung</a> </li> <li> <a href="/de/careers/life-at-bain/affinity-groups/" aria-label="Affinity Groups">Affinity Groups</a> </li> <li> <a href="/de/careers/life-at-bain/benefits/" aria-label="Deine Benefits">Deine Benefits</a> </li> </ul> </div> </div> </li> </ul> </div> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="/de/careers/impact-stories/" aria-label="Impact Stories">Impact Stories</a> </li> </ul> </div> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="#" id="sub-nav-e40f71ce-f306-4352-b17b-b670bde896b1" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active">Deine Bewerbung</a> <div class="primary-nav__level-three" data-level="2" data-delay-toggle data-control-elements="#sub-nav-e40f71ce-f306-4352-b17b-b670bde896b1, #sub-nav-e40f71ce-f306-4352-b17b-b670bde896b1-close, #nav-eda00e46-9b7f-4ba6-b627-23cd16fdc54e-close" data-class-toggle="mega-menu__level-three--expanded" data-delay-time="400" data-reverse="true"> <div class="off-canvas-menu__back-link"> <a id="sub-nav-e40f71ce-f306-4352-b17b-b670bde896b1-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active" class="off-canvas-menu__back-link">Karriere</a> </div> <div class="off-canvas-menu__level-three-wrap"> <h5> <a href="/de/careers/hiring-process/" aria-label="Deine Bewerbung">Deine Bewerbung</a> </h5> <ul> <li> <a href="/de/careers/hiring-process/what-to-expect/" aria-label="Das erwartet dich">Das erwartet dich</a> </li> <li> <a href="/de/careers/hiring-process/interviewing/" aria-label="Der Interviewprozess">Der Interviewprozess</a> </li> </ul> </div> </div> </li> </ul> </div> <div class="primary-nav__career-ctas primary-nav__career-ctas-hamburger"> <a href="/de/careers/find-a-role/" class="btn--pill-hamburger " data-ctabuttonclick="true">FIND JOBS </a> </div> </div> </div> </div> </section> </div> </div> </li> </ul> <ul class="primary-nav__level-one off-canvas-menu__utility-nav global-utility-nav"> <li> <a href="#" id="nav-utility-d045d569-a46f-4ad9-a804-be9e866b1099" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-two-active"> Standorte </a> <div class="primary-nav__mega-menu" data-level="1" data-delay-toggle data-control-elements="#nav-utility-d045d569-a46f-4ad9-a804-be9e866b1099, #nav-utility-d045d569-a46f-4ad9-a804-be9e866b1099-close" data-class-toggle="mega-menu__level-two--expanded" data-delay-time="400" data-reverse="true"> <div class="primary-nav__mega-menu-wrapper"> <div id="off-canvas-header" class="off-canvas-menu__header"> <button data-toggle="off-canvas-menu body html overlay" aria-controls="off-canvas-menu" aria-label="menu" class="js-hamburger-btn js-hamburger-btn-in-off-canvas"> <span class="icon-bars"></span> </button> <div class="off-canvas-menu__logo primary-nav__logo "> <a href="/de/" aria-label="Main navigation logo link"> <img alt="" src="/contentassets/0b88e3e10a7b4592809517c28b75847e/logo_red_bain.svg" /> </a> </div> </div> <div class="off-canvas-menu__back-link"> <a id="nav-utility-d045d569-a46f-4ad9-a804-be9e866b1099-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-two-active" data-remove-class="level-three-active" data-close-only="true" class="off-canvas-menu__back-link">Hauptmenü</a> </div> <section data-dynamic-max-height data-delay-time="400"> <div class="primary-nav__level2-container"> <div class="primary-nav__primary-list"> <h4 class="primary-nav__mega-menu-heading"> <a href="" aria-label="Standorte">Standorte</a> </h4> <div class="primary-nav__col-group"> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="#" id="nav-utility-895cbf48-9aaf-4f70-a76d-3107f6228efc" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active">North & Latin America</a> <div class="primary-nav__level-three" data-level="2" data-delay-toggle data-control-elements="#nav-utility-895cbf48-9aaf-4f70-a76d-3107f6228efc, #nav-utility-895cbf48-9aaf-4f70-a76d-3107f6228efc-close, #nav-utility-d045d569-a46f-4ad9-a804-be9e866b1099-close" data-class-toggle="mega-menu__level-three--expanded" data-delay-time="400" data-reverse="true"> <div class="off-canvas-menu__back-link"> <a id="nav-utility-895cbf48-9aaf-4f70-a76d-3107f6228efc-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active" data-close-only="true" class="off-canvas-menu__back-link">Standorte</a> </div> <div class="off-canvas-menu__level-three-wrap"> <h5 class="">North & Latin America</h5> <ul> <li> <a href="/de/offices/atlanta/" aria-label="Atlanta">Atlanta</a> </li> <li> <a href="/de/offices/austin/" aria-label="Austin">Austin</a> </li> <li> <a href="/de/offices/bogota/" aria-label="Bogota">Bogota</a> </li> <li> <a href="/de/offices/boston/" aria-label="Boston">Boston</a> </li> <li> <a href="/offices/buenos-aires/" aria-label="Buenos Aires">Buenos Aires</a> </li> <li> <a href="/de/offices/Chicago/" aria-label="Chicago">Chicago</a> </li> <li> <a href="/de/offices/dallas/" aria-label="Dallas">Dallas</a> </li> <li> <a href="/de/offices/denver/" aria-label="Denver">Denver</a> </li> <li> <a href="/de/offices/houston/" aria-label="Houston">Houston</a> </li> <li> <a href="/de/offices/lisbon/" aria-label="Lisbon">Lisbon</a> </li> <li> <a href="/de/offices/los-angeles/" aria-label="Los Angeles">Los Angeles</a> </li> <li> <a href="/de/offices/mexico-city/" aria-label="Mexico City">Mexico City</a> </li> <li> <a href="/de/offices/minneapolis-frwd/" aria-label="Minneapolis">Minneapolis</a> </li> <li> <a href="/de/offices/monterrey/" aria-label="Monterrey">Monterrey</a> </li> <li> <a href="/de/offices/montreal/" aria-label="Montreal">Montreal</a> </li> <li> <a href="/de/offices/new-york/" aria-label="New York">New York</a> </li> <li> <a href="/de/offices/rio-de-janeiro/" aria-label="Rio de Janeiro">Rio de Janeiro</a> </li> <li> <a href="/de/offices/san-francisco/" aria-label="San Francisco">San Francisco</a> </li> <li> <a href="/de/offices/santiago/" aria-label="Santiago">Santiago</a> </li> <li> <a href="/de/offices/sao-paulo/" aria-label="São Paulo">São Paulo</a> </li> <li> <a href="/de/offices/seattle/" aria-label="Seattle">Seattle</a> </li> <li> <a href="/de/offices/silicon-valley/" aria-label="Silicon Valley">Silicon Valley</a> </li> <li> <a href="/de/offices/toronto/" aria-label="Toronto">Toronto</a> </li> <li> <a href="/de/offices/washington-dc/" aria-label="Washington, DC">Washington, DC</a> </li> </ul> </div> </div> </li> </ul> </div> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="#" id="nav-utility-a74c51da-d1ca-4711-a027-eaebe1fda595" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active">Europe & Africa</a> <div class="primary-nav__level-three" data-level="2" data-delay-toggle data-control-elements="#nav-utility-a74c51da-d1ca-4711-a027-eaebe1fda595, #nav-utility-a74c51da-d1ca-4711-a027-eaebe1fda595-close, #nav-utility-d045d569-a46f-4ad9-a804-be9e866b1099-close" data-class-toggle="mega-menu__level-three--expanded" data-delay-time="400" data-reverse="true"> <div class="off-canvas-menu__back-link"> <a id="nav-utility-a74c51da-d1ca-4711-a027-eaebe1fda595-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active" data-close-only="true" class="off-canvas-menu__back-link">Standorte</a> </div> <div class="off-canvas-menu__level-three-wrap"> <h5 class="">Europe & Africa</h5> <ul> <li> <a href="/de/offices/amsterdam/" aria-label="Amsterdam">Amsterdam</a> </li> <li> <a href="/de/offices/athens/" aria-label="Athens">Athens</a> </li> <li> <a href="/de/offices/berlin/" aria-label="Berlin">Berlin</a> </li> <li> <a href="/de/offices/brussels/" aria-label="Brussels">Brussels</a> </li> <li> <a href="/de/offices/copenhagen/" aria-label="Copenhagen">Copenhagen</a> </li> <li> <a href="/de/offices/dusseldorf/" aria-label="Düsseldorf">Düsseldorf</a> </li> <li> <a href="/de/offices/frankfurt/" aria-label="Frankfurt">Frankfurt</a> </li> <li> <a href="/de/offices/helsinki/" aria-label="Helsinki">Helsinki</a> </li> <li> <a href="/de/offices/istanbul/" aria-label="Istanbul">Istanbul</a> </li> <li> <a href="/de/offices/johannesburg/" aria-label="Johannesburg">Johannesburg</a> </li> <li> <a href="/de/offices/kyiv/" aria-label="Kyiv">Kyiv</a> </li> <li> <a href="/de/offices/lisbon/" aria-label="Lisbon">Lisbon</a> </li> <li> <a href="/de/offices/london/" aria-label="London">London</a> </li> <li> <a href="/de/offices/madrid/" aria-label="Madrid">Madrid</a> </li> <li> <a href="/de/offices/milan/" aria-label="Milan">Milan</a> </li> <li> <a href="/de/offices/munich/" aria-label="München">München</a> </li> <li> <a href="/de/offices/oslo/" aria-label="Oslo">Oslo</a> </li> <li> <a href="/de/offices/paris/" aria-label="Paris">Paris</a> </li> <li> <a href="/de/offices/rome/" aria-label="Rome">Rome</a> </li> <li> <a href="/de/offices/stockholm/" aria-label="Stockholm">Stockholm</a> </li> <li> <a href="/de/offices/warsaw/" aria-label="Warsaw">Warsaw</a> </li> <li> <a href="/de/offices/vienna/" aria-label="Wien">Wien</a> </li> <li> <a href="/de/offices/zurich/" aria-label="Zürich">Zürich</a> </li> </ul> </div> </div> </li> </ul> <ul class="primary-nav__level-two"> <li> <a href="#" id="nav-utility-9588ed95-c627-4454-8378-750f447ef949" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active">Middle East</a> <div class="primary-nav__level-three" data-level="2" data-delay-toggle data-control-elements="#nav-utility-9588ed95-c627-4454-8378-750f447ef949, #nav-utility-9588ed95-c627-4454-8378-750f447ef949-close, #nav-utility-d045d569-a46f-4ad9-a804-be9e866b1099-close" data-class-toggle="mega-menu__level-three--expanded" data-delay-time="400" data-reverse="true"> <div class="off-canvas-menu__back-link"> <a id="nav-utility-9588ed95-c627-4454-8378-750f447ef949-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active" data-close-only="true" class="off-canvas-menu__back-link">Standorte</a> </div> <div class="off-canvas-menu__level-three-wrap"> <h5 class="">Middle East</h5> <ul> <li> <a href="/de/offices/doha/" aria-label="Doha">Doha</a> </li> <li> <a href="/de/offices/dubai/" aria-label="Dubai">Dubai</a> </li> <li> <a href="/de/offices/riyadh/" aria-label="Riyadh">Riyadh</a> </li> </ul> </div> </div> </li> </ul> </div> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="#" id="nav-utility-567939e0-95dd-43ad-92d4-3d8056d1d7af" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active">Asia & Australia</a> <div class="primary-nav__level-three" data-level="2" data-delay-toggle data-control-elements="#nav-utility-567939e0-95dd-43ad-92d4-3d8056d1d7af, #nav-utility-567939e0-95dd-43ad-92d4-3d8056d1d7af-close, #nav-utility-d045d569-a46f-4ad9-a804-be9e866b1099-close" data-class-toggle="mega-menu__level-three--expanded" data-delay-time="400" data-reverse="true"> <div class="off-canvas-menu__back-link"> <a id="nav-utility-567939e0-95dd-43ad-92d4-3d8056d1d7af-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active" data-close-only="true" class="off-canvas-menu__back-link">Standorte</a> </div> <div class="off-canvas-menu__level-three-wrap"> <h5 class="">Asia & Australia</h5> <ul> <li> <a href="/de/offices/bangkok/" aria-label="Bangkok">Bangkok</a> </li> <li> <a href="/offices/beijing/" aria-label="Beijing">Beijing</a> </li> <li> <a href="/de/offices/bengaluru/" aria-label="Bengaluru">Bengaluru</a> </li> <li> <a href="/de/offices/ho-chi-minh-city/" aria-label="Ho Chi Minh City">Ho Chi Minh City</a> </li> <li> <a href="/de/offices/hong-kong/" aria-label="Hong Kong">Hong Kong</a> </li> <li> <a href="/de/offices/jakarta/" aria-label="Jakarta">Jakarta</a> </li> <li> <a href="/de/offices/kuala-lumpur/" aria-label="Kuala Lumpur">Kuala Lumpur</a> </li> <li> <a href="/de/offices/manila/" aria-label="Manila">Manila</a> </li> <li> <a href="/de/offices/melbourne/" aria-label="Melbourne">Melbourne</a> </li> <li> <a href="/de/offices/mumbai/" aria-label="Mumbai">Mumbai</a> </li> <li> <a href="/de/offices/new-delhi/" aria-label="New Delhi">New Delhi</a> </li> <li> <a href="/de/offices/perth/" aria-label="Perth">Perth</a> </li> <li> <a href="/offices/seoul/" aria-label="Seoul">Seoul</a> </li> <li> <a href="/de/offices/shanghai/" aria-label="Shanghai">Shanghai</a> </li> <li> <a href="/de/offices/singapore/" aria-label="Singapore">Singapore</a> </li> <li> <a href="/de/offices/sydney/" aria-label="Sydney">Sydney</a> </li> <li> <a href="/de/offices/tokyo/" aria-label="Tokyo">Tokyo</a> </li> </ul> </div> </div> </li> </ul> </div> </div> <a href="/de/ueber-uns/global-offices/" aria-label="Alle Standorte Anzeigen" target="" class="primary-nav__see-all">Alle Standorte Anzeigen</a> </div> </div> </section> </div> </div> </li> <li > <a href="/de/ueber-uns/alumni-services/" aria-label="Alumni" class="">Alumni</a> </li><li > <a href="/de/ueber-uns/presse/" aria-label="Presse" class="">Presse</a> </li><li > <a href="/de/subscribe/" aria-label="Newsletter" class="">Newsletter</a> </li><li > <a href="/de/ueber-uns/kontakt/" aria-label="Kontakt" class="">Kontakt</a> </li> <li> <a href="#" id="nav-utility-6e3f319a-32e3-4774-836b-9f2913a4cf30" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-two-active"> <i class="utility-navigation__icon utility-megamenu__icon utility-megamenu__icon--spritesheet german-icon"></i> DACH-Region | Deutsch </a> <div class="primary-nav__mega-menu" data-level="1" data-delay-toggle data-control-elements="#nav-utility-6e3f319a-32e3-4774-836b-9f2913a4cf30, #nav-utility-6e3f319a-32e3-4774-836b-9f2913a4cf30-close" data-class-toggle="mega-menu__level-two--expanded" data-delay-time="400" data-reverse="true"> <div class="primary-nav__mega-menu-wrapper"> <div id="off-canvas-header" class="off-canvas-menu__header"> <button data-toggle="off-canvas-menu body html overlay" aria-controls="off-canvas-menu" aria-label="menu" class="js-hamburger-btn js-hamburger-btn-in-off-canvas"> <span class="icon-bars"></span> </button> <div class="off-canvas-menu__logo primary-nav__logo "> <a href="/de/" aria-label="Main navigation logo link"> <img alt="" src="/contentassets/0b88e3e10a7b4592809517c28b75847e/logo_red_bain.svg" /> </a> </div> </div> <div class="off-canvas-menu__back-link"> <a id="nav-utility-6e3f319a-32e3-4774-836b-9f2913a4cf30-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-two-active" data-remove-class="level-three-active" data-close-only="true" class="off-canvas-menu__back-link">Hauptmenü</a> </div> <section data-dynamic-max-height data-delay-time="400"> <div class="primary-nav__level2-container"> <div class="primary-nav__primary-list"> <h4 class="primary-nav__mega-menu-heading"> <a href="" aria-label="Wählen Sie Ihre Region und Sprache">Wählen Sie Ihre Region und Sprache</a> </h4> <div class="primary-nav__col-group"> <div class="primary-nav__col"> <ul class="primary-nav__level-two"> <li> <a href="#" id="nav-utility-8d0ac991-b746-43b8-b2dc-cd3092aa7ab3" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active">Global</a> <div class="primary-nav__level-three" data-level="2" data-delay-toggle data-control-elements="#nav-utility-8d0ac991-b746-43b8-b2dc-cd3092aa7ab3, #nav-utility-8d0ac991-b746-43b8-b2dc-cd3092aa7ab3-close, #nav-utility-6e3f319a-32e3-4774-836b-9f2913a4cf30-close" data-class-toggle="mega-menu__level-three--expanded" data-delay-time="400" data-reverse="true"> <div class="off-canvas-menu__back-link"> <a id="nav-utility-8d0ac991-b746-43b8-b2dc-cd3092aa7ab3-close" data-toggle-element="#off-canvas-menu-container" data-toggle-class="level-three-active" data-close-only="true" class="off-canvas-menu__back-link">Wählen Sie Ihre Region und Sprache</a> </div> <div class="off-canvas-menu__level-three-wrap"> <h5 class="">Global</h5> <ul> <li> <a href="/insights/its-a-love-story-the-power-of-patient-and-employee-experiences-in-healthcare/" 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itemtype="https://schema.org/ImageObject"> <meta itemprop="url" content="https://www.bain.com/contentassets/84f0f68fb6484e1fbb2b05a6172ad45d/favicon-32x32.png"> <meta itemprop="width" content="32"> <meta itemprop="height" content="32"> </div> <meta itemprop="name" content="Bain & Company"> </div> <span itemprop="image" itemscope itemtype="https://schema.org/ImageObject"> <link itemprop="url" content="https://www.bain.com/contentassets/ad30daa50b95417c9e039e694fe3c044/23423-gettyimages-108112936-16-9.jpg" /> </span> <header class="hero hero--featured-image large-12 column"> <div class="hero__text-content"> <div class="hero__top-wrap row"> <div class="hero__title-wrap large-9 column end"> <p class="hero__tag">Brief</p> <h1 class="showDesktopTitle hero__title">It’s a Love Story: The Power of Patient and Employee Experiences in Healthcare</h1> <h1 class="showMobileTitle hero__title">It’s a Love Story: The Power of Patient and Employee Experiences in Healthcare</h1> </div> </div> <div class="hero__bottom-wrap row"> <div class="hero__left-wrap large-9 column"> <span itemprop="abstract"> <p class="hero__description">The US healthcare system is falling short on patient and clinician experiences. 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} if (document.getElementById("1559_printLink")) { document.getElementById("1559_printLink").onclick = function (event) { var src = ""; var ifrm = document.createElement("iframe"); ifrm.id = "print-dialogue"; ifrm.setAttribute("src", src); ifrm.style.width = "640px"; ifrm.style.height = "480px"; ifrm.style.display = "none"; document.body.appendChild(ifrm); let deviceType = navigator.userAgent; let regExp = /android|iphone|kindle|ipad/i; let isMobileDevice = regExp.test(deviceType); if (isMobileDevice) { window.print(); event.preventDefault(); } else { if (src != null && src != "") { var pdfPrintDialogue = document.getElementById("print-dialogue"); pdfPrintDialogue.contentWindow.focus(); pdfPrintDialogue.contentWindow.print(); event.preventDefault(); } else { window.print(); event.preventDefault(); } } } } </script> </div> </div> <label for="progressLabel" class="site-search__visually-hidden-label">Progress:</label> <progress id="progressLabel" class="article-toolbar__progress" max="100" value="0" data-page-progress data-content-container=".article-container__main"></progress> </div> </section> <span itemprop="inLanguage" style='display:none'>en</span> <div class="article-container"> <section class="large-6 large-push-3 column article-container__main"> <section class="section--border-bottom arrow-list"> <h5 class="section__heading">Auf einen Blick</h5> <section class="section overview row" id="overview-section" data-magellan-target="overview-section"> <div class="column overview--centered medium-centered"> <div id="overview-section-text" > <ul> <li>Patients want the convenience and personalization of everyday retail and service experiences, but the US healthcare system often fails to meet their expectations.</li> <li>In parallel, Bain research shows that clinicians are increasingly overwhelmed and burned out by excessive workloads and administrative burdens.</li> <li>A culture of care and love for employees can create a virtuous cycle, improving patient and clinician satisfaction and loyalty.</li> <li>Along with employee advocacy, providers can implement new operations and processes to markedly improve clinical, operational, and financial outcomes.</li> </ul> </div> </div> </section> </section> <div class="rte rte--show-end-of-content rte__heading" itemprop="articleBody"> <p>What’s love got to do with healthcare? Well before Tina Turner’s famous song, <a href="https://www.nejm.org/doi/full/10.1056/NEJM195503032520904" target="_blank" rel="noopener">a 1955 piece in the <em>New England Journal of Medicine</em></a> posed the question: How do we clinically define “love?” Later, <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7322409/" target="_blank" rel="noopener">a concept analysis of love in nursing</a> described it as “the combination of nursing care with a sense of responsibility, benevolence, attention and concern, respect, and understanding of others as a human being.”</p> <section class="spacing spacing--top-bottom"> <section class="section overview row" id="13dde08a-5fce-4912-8353-d72c3b01d9cf" data-magellan-target="13dde08a-5fce-4912-8353-d72c3b01d9cf"> <div class="column"> <div class="section__midline-heading"> <h4 class="showDesktopTitle">Written in collaboration with</h4> <h4 class="showMobileTitle">Written in collaboration with</h4> </div> </div> <div class="medium-10 large-8 column overview--centered medium-centered">  <div id="basicTextBlockReadMore503573a7-006d-4a70-adbe-a8b0af5dc6c1" class="rte__heading rte__rte-table"> <p style="text-align: center;"><img src="/contentassets/e8bcd46f39f44d73b067182728e79e20/qxm-logo-50.png" alt="qxm-logo-50.png" width="170" height="50" /></p> <hr /> </div> </div> </section> </section> <p>Some have found that this “companionate” love—defined as “feelings of affection, compassion, caring, and tenderness for others”—not only positively influences employees’ experiences but also patient outcomes and satisfaction.</p> <p>No matter how you define love, companies in nearly every other industry are making progress in deeply understanding and creating emotional connections with their customers. Nonetheless, healthcare has been slower to embrace customer love to this extent.</p> <p>Yet love holds tremendous potential for provider organizations’ clinical and operational success. Our experience suggests that customers and employees who feel loved are more satisfied and loyal, and loyal customers and employees reinforce one another, creating a virtuous cycle that benefits everyone.</p> <h3>The healthcare challenge</h3> <p>In the US healthcare system, that virtuous cycle is broken. Clinicians work long hours under significant pressure. At the same time, they often face cumbersome systems that add high administrative burden, with the dehumanizing effect of stealing time and energy from caregiving, <a href="/de/insights/a-treatment-for-americas-healthcare-worker-burnout/">contributing to fatigue and burnout</a>.</p> <p>In parallel, patients have come to expect the convenience, ease, and personalization of everyday retail and service experiences. Yet to get the healthcare they need, they often face long wait times, unanswered questions, charges for portal messages, and overly complex, redundant processes. They also encounter burned-out clinicians and frontline staff who often feel unequipped or unempowered to fulfill their mission of delivering high-quality care and experiences.</p> <p>What’s more, patients’ pain points regularly go unaddressed. A Bain survey found that 78% of nurses report that their organizations solicit patients’ feedback throughout their care journey, yet only 53% say that the feedback system in place helps solve recurring pain points for patients. <a name="_Hlk162599196"></a>And in the US, return rates for regulated satisfaction surveys are, <a href="https://hcahpsonline.org/globalassets/hcahps/summary-analyses/rr-by-survey-mode/april-2023_response-rate-by-survey-mode.pdf" target="_blank" rel="noopener">on average, around 30%</a>, leaving innumerable voices unheard.</p> <p>Under these conditions, no one feels loved at all.</p> <p>Most healthcare system leaders appreciate the importance of the patient experience. Similarly, they want to do right by their employees. But given industry complexities, they’ve struggled to make meaningful progress. And few have deeply examined the instrumental correlation between the employee and patient experiences in order to recognize that they can’t attain the full potential of patient love without consistently addressing employee love as well.</p> <h3>The employee love imperative</h3> <p>The consequences of missing the mark on the employee experience are serious. <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7828279/" target="_blank" rel="noopener">Research shows that</a>, on average, hospitals with higher nurse burnout scores have higher odds of patient mortality and failure to rescue, as well as prolonged lengths of stay.</p> <p>Conversely, the benefits of preventing and treating burnout are huge. For one, improving the employee experience can reduce the costs of absenteeism and attrition, saving on recruitment, training, lost productivity, and more.</p> <p>But more importantly, <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4642595/" target="_blank" rel="noopener">a systematic review</a> of the effects of physician well-being on patient care found that a positive employee experience contributes to improvements in patient satisfaction, adherence to treatment, the physician-patient relationship, and the overall quality of care. <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7984750/" target="_blank" rel="noopener">A recent meta-analysis</a> also found that staff engagement has a positive correlation to patient safety outcomes. Similarly, according to a recent Bain study, 90% of nurses report that when they have a positive experience as an employee, they feel as though they provide a better patient experience.</p> <p>Furthermore, across industries, we’ve found that higher employee satisfaction is correlated with higher customer satisfaction. In healthcare, <a href="/de/insights/its-time-to-elevate-the-patient-experience-in-healthcare/">the value of patients with a high Net Promoter Score℠</a> (a measure of how likely customers are to recommend a company to friends and family) is too significant to ignore. These patients are up to 4.7 times more likely to use other services from the same provider and 6.6 times less likely to switch providers.</p> <h3>How can providers enrich employee and patient lives with love?</h3> <h4><br />The first half of the story: A culture of care</h4> <p>Given the importance of patient satisfaction, what does a better employee experience aligned to a mission of a better patient experience look like? All employees need a physically and emotionally safe work environment, proper processes and tools to do their jobs, and fair compensation. Beyond these basics, healthcare systems can take a page from customer-centric pioneers in other industries by focusing on four critical areas of employee advocacy. In leading the wave of employee love in healthcare, providers can create a halo effect that extends to patients.</p> <p><strong>Congruence with values. </strong>Clinicians who are proud of their organization’s mission of enriching patient lives and who see how their work fits into that mission are far more satisfied with their employers and jobs. Today, <a href="/de/insights/a-treatment-for-americas-healthcare-worker-burnout/">around a quarter of US clinicians are considering switching careers</a>, primarily because of burnout. But of those who aren’t, around 55% feel that practicing medicine is their calling. They report their positive impact as the biggest reason for staying in the profession. But they want employers to show that they care, too, with actions aligned to the values and purposes they profess.</p> <p>Consider customer experience leader Disney, which has successfully embedded its purpose in its culture. At every touchpoint of the customer journey, employees are committed to fulfilling its purpose of “entertaining, informing, and inspiring people … through the power of unparalleled storytelling.” The effect is tangible: For customers, interacting with employees whose job is to “create magic” feels different than interacting with employees whose job is to “operate a business” or “park cars.”</p> <p>Healthcare systems can likewise strengthen employees’ sense of pride by prioritizing and staying true to the mission of enriching patient lives through the quality of care and the experiences they provide.<a name="_heading=h.1fob9te"></a></p> <p><strong>Empowerment.</strong> Clinicians need latitude to make decisions that best serve their patients. At top providers, they feel equipped and empowered to improve their patients’ experiences and that they have a voice to encourage ongoing organizational improvements. This culture of empowerment isn’t limited to clinicians: Across these organizations, individuals have the necessary autonomy, tools, and processes to do right by patients.</p> <p><a href="https://www.netpromotersystem.com/de/insights/customer-love-story-warby-parker-linkedin/">Customer-love champion Warby Parker</a>, a digital disrupter of the US eyewear industry, not only uses customer feedback to fuel product and experience innovation but it also empowers employees to take part by asking them to submit a weekly “innovation idea.” The retailer has also established the Warby Parker Academy, which offers free workshops on everything from frame design to public speaking, giving employees tools to promote and implement change. In a similar manner, healthcare providers can proactively seek employee input on innovative ways to improve patient experiences based on what they’re seeing in their own wards and clinics.</p> <p><strong>Recognition and gratitude.</strong> Recognition and gratitude go a long way in making employees feel valued and reinforcing efforts to provide an exceptional experience. For instance, Lumen Technologies, a global enterprise technology solution, found that when frontline technicians felt recognized for great service, they were nine times more likely to resolve a customer issue at the first touchpoint, bolstering operational efficiency.</p> <p>The healthcare industry has significant room for improvement in recognizing employees’ efforts: Only 52% of nurses say that their organization recognizes them when they go the extra mile for patients.</p> <p>Recognition on a large scale can be tough, but technology can help. For instance, UPS uses a bespoke system to route customer comments directly to individual employees and hands out awards for jobs well done. Healthcare organizations can similarly distribute patient feedback so that clinicians and other frontline staff can directly hear stories of their own impact and receive recognition accordingly.</p> <p><strong>Professional and personal growth. </strong>Today, almost 60% of clinicians say they <a href="/de/insights/a-treatment-for-americas-healthcare-worker-burnout/">don’t get the coaching and mentorship they need</a>. Strong coaching and mentorship are directly correlated with employee satisfaction: For each 1-point increase in a supervisor’s leadership score, researchers saw a 3.3% decrease in the likelihood of employee burnout and a 9% increase in the likelihood of employee satisfaction, <a href="https://par.nsf.gov/servlets/purl/10347315" target="_blank" rel="noopener">according to a Mayo Clinic study</a>.</p> <p>In addition to coaching, it's vital that employees have other formal opportunities to grow and thrive. Chipotle provides employees with the ability to earn debt-free degrees, access to grants for financial support in the event of an emergency, and transparent career paths—it promotes more than 90% of restaurant managers from within.</p> <p>Some healthcare companies are already making strides: <a href="https://pubmed.ncbi.nlm.nih.gov/26921153/" target="_blank" rel="noopener">At Cleveland Clinic</a>, formal communication skills training reduced clinician burnout rates and improved clinician empathy and patient satisfaction.</p> <h4>The other half of the story: Operations and processes that support loving care</h4> <p>As organizations build a culture of care, how can they ensure that they are making progress in improving both employee and patient experiences?</p> <p><strong>Listen to and assess emotions, efforts, and experiences</strong>. Many healthcare organizations still deploy long surveys assessing patients’ overall satisfaction and likelihood to recommend. But the field is changing. Today, pioneering organizations are using unstructured and unsolicited data—no survey required. Artificial intelligence tools such as ambient listening can collect, codify, and understand emotions, efforts, and experiences in real time, in multiple languages, across channels. There’s widespread opportunity to implement these more advanced systems to better understand patients and their experiences.</p> <p><strong>Explore relationships in the data. </strong>Loving organizations don’t look at the employee experience and the patient experience as distinct data sets. Instead, they establish an understanding of the relationship between the two and the influential forces on each. They also explore the links between this data and important clinical, operational, and financial metrics.</p> <p><strong>Move from measurement to actions that demonstrate love. </strong>Organizations committed to loving care have systems in place to ensure that feedback quickly makes its way to clinicians and frontline staff. Practically, this can involve automation that flags negative comments and routes all feedback to the appropriate team members. Organizations can also utilize existing processes such as daily huddles and executive rounding.</p> <p>In addition, leading providers establish processes that empower employees to act on feedback and improve patients’ experiences, making employees feel good and reinforcing the virtuous cycle of patient-employee love.</p> <p>It’s important to recognize, though, that it doesn’t feel loving to constantly ask depleted employees to do more. Inherent to this work is delineating which feedback needs to be directly addressed at the human level and which requires deeper change. To help differentiate, providers can apply a qualitative scoring of emotional intensity or harm. It’s also crucial to create workflows to elevate recurrent pain points that need to be addressed in a systemic way.</p> <p>Intermountain Health is at the forefront of improving the patient-employee experience through listening and action. The company started by reducing the total number of patient surveys from 96 to 14 and listening to feedback across websites, apps, its contact center, and other digital channels. When Intermountain receives negative feedback, it notifies the relevant team so that they can course correct.</p> <p>Similarly, Intermountain has expanded listening across the employee experience—including hiring, onboarding, training, monthly check-ins, and exiting—through technology and town halls. By enhancing the company’s understanding of its people at scale, leadership can proactively target moments of improvement, gratitude, recognition, and coaching.<a name="_heading=h.3znysh7"></a><a name="_heading=h.tyjcwt"></a></p> <p>Improving the patient and employee experience is a complex and challenging endeavor. The organization-wide gains for doing so, however, are undeniable. When healthcare providers do better by their employees, they do better by their patients. Some may call that a good business strategy; we call it love.</p> <section class="spacing spacing--top-bottom"> <section class="section section--bordered disruptor collapse row" data-click="true" data-engagementclick="inline-disruptor" click-url="https://www.qualtrics.com/healthcare/" > <a href="https://www.qualtrics.com/healthcare/" class="column row collapse" target="_blank" > <div class="small-3 column"> <div class="disruptor__image-wrap"> <img alt="" src="/contentassets/7973bf9e9e79446798e8459835f4d660/qxm-logo-1-1.png?width=768&height=768&mode=crop" /> </div> </div> <div class="small-9 column"> <header> <small></small> <h4 class="">About Qualtrics </h4> </header> </div> <div class="small-12 medium-9 column end"> <p class="">Qualtrics empowers nearly 20,000 organizations around the world to deliver exceptional experiences and build deep relationships with their customers and employees. With insights from Qualtrics, organizations can identify and resolve the greatest friction points in their business, retain and engage top talent, and bring the right products and services to market. To learn more, visit qualtrics.com.</p> </div> </a> </section> </section> </div> </section> <aside class="large-3 large-pull-6 column article-container__left-sidebar"> <section class="profile-aside-container"> <h6 class="profile-aside-container__title">Autoren </h6> <ul class=profile-aside-container__list><li><section class="profile-aside-block profile-aside-block--sidebar"> <div class="profile-aside-block__image-container"> <div class="profile-aside-block__image-wrap"> <img alt="Headshot of FIRST LAST" src="/contentassets/433aca2c14c74a738bd1542a2afa0f20/boissy_a.jpg?width=110&height=110&mode=crop" data-object-fit /> </div> </div> <div class="profile-aside-block__text-container"> <h5 class="profile-aside-block__profile-name" itemprop="author"> Adrienne Boissy, MD, MA </h5> <h5 class="profile-aside-block__profile-office"> Chief Medical Officer at Qualtrics </h5> <ul class="social-links false"> <li class="social-links__item"> <a class="social-links__link" id="1559_socialLinkLinkedIn" href="https://www.linkedin.com/in/boissyad/" title="LinkedIn"> <i class="icon-linkedin" aria-hidden="true"></i> </a> </li> </ul> <script nonce="Vfd2q4y7FxRD4yBdl0X4PVSpXDSWeJy0GwL3zCQXPBE="> document.getElementById('1559_socialLinkLinkedIn').onclick = function () { return shareData(this.href); } </script> </div> </section> </li><li><section class="profile-aside-block profile-aside-block--sidebar"> <div class="profile-aside-block__image-container"> <a href="/de/our-team/erin-ney/" aria-label="Erin Ney"> <div class="profile-aside-block__image-wrap"> <img alt="" src="/contentassets/563f7a6dabe74258b51c7d5257296dac/ney-erin-1_1.jpg?width=110&height=110&mode=crop" data-object-fit /> </div> </a> </div> <div class="profile-aside-block__text-container"> <h5 class="profile-aside-block__profile-name" itemprop="author"> <a href="/de/our-team/erin-ney/" class="textlink textlink--cta-dark">Erin Ney, MD</a> </h5> <h5 class="profile-aside-block__profile-office"> Partner, Boston </h5> <ul class="social-links false"> <li class="social-links__item"> <a class="social-links__link" id="1559_socialLinkLinkedIn" href="https://www.linkedin.com/in/erin-ney-md-876648124/" title="LinkedIn"> <i class="icon-linkedin" aria-hidden="true"></i> </a> </li> </ul> <script nonce="Vfd2q4y7FxRD4yBdl0X4PVSpXDSWeJy0GwL3zCQXPBE="> document.getElementById('1559_socialLinkLinkedIn').onclick = function () { return shareData(this.href); } </script> </div> </section> </li></ul> <div class="profile-aside-container__cta-container"> <a href="/de/ueber-uns/kontakt/contact-form-page/" class="btn btn--secondary">Kontaktieren Sie uns</a> </div> </section> </aside> <aside class="large-3 column article-container__right-sidebar"> <section class="related-capabilities"> <div> <h6 class="">Verwandte Branchen</h6> <ul> <li> <a href="/de/branchenkompetenzen/gesundheitswesen/">Gesundheitswesen</a> </li> </ul> <h6 class="">Ähnliche Beratungsangebote</h6> <ul> <li> <a href="/de/managementkompetenzen/kundenstrategie-und-marketing/customer-experience-transformation/">Customer Experience</a> </li> <li> <a href="/de/managementkompetenzen/kundenstrategie-und-marketing/kundenloyalitaet-und-net-promoter-system/">Net Promoter System®</a> </li> </ul> </div> </section> <div class="sidebar-disruptors-container"> <section class="section section--bordered disruptor disruptor--sidebar " data-in-viewport data-hide-behind data-disruptor-click="true" data-disruptor-click-url="/de/insights/companies-that-earn-customers-loyalty-outperform-with-investors-snap-chart/"> <a href="/de/insights/companies-that-earn-customers-loyalty-outperform-with-investors-snap-chart/"> <section class="disruptor__content-wrap row"> <div class="small-4 large-12 column"> <div class="disruptor__image-wrap"> <img alt="" src="/contentassets/97421747b8714c5faa866c344e5f5f50/v1-33310-companiesthatearnloyalty-16.9_promo.jpg?width=480&height=270&mode=crop" data-object-fit /> </div> </div> <div class="small-8 large-12 column disruptor__text-wrap"> <h6 class="">Companies That Earn Customers’ Loyalty Outperform With Investors</h6> <p class="">Net Promoter Score℠ leaders in the US excel in shareholder return as well as revenue and operating income growth.</p> <div class="textlink textlink--cta">Mehr erfahren</div> </div> </section> </a> </section> <section class="section section--bordered disruptor disruptor--sidebar " data-in-viewport data-hide-behind data-disruptor-click="true" data-disruptor-click-url="/de/insights/healing-the-world-a-roadmap-for-making-india-a-global-pharma-exports-hub/"> <a href="/de/insights/healing-the-world-a-roadmap-for-making-india-a-global-pharma-exports-hub/"> <h5 class="disruptor__tag">Gesundheitswesen</h5> <section class="disruptor__content-wrap row"> <div class="small-4 large-12 column"> <div class="disruptor__image-wrap"> <img alt="" src="/contentassets/2902ea41fec948bca3820fc3e3251f7c/1440x810.jpg?width=480&height=270&mode=crop" data-object-fit /> </div> </div> <div class="small-8 large-12 column disruptor__text-wrap"> <h6 class="">Healing the World: A Roadmap for Making India a Global Pharma Exports Hub</h6> <p class="">With a focused strategy and targeted investments, India can establish itself as the healthcare custodian of the world by 2047.</p> <div class="textlink textlink--cta">Mehr erfahren</div> </div> </section> </a> </section> <section class="section section--bordered disruptor disruptor--sidebar " data-in-viewport data-hide-behind data-disruptor-click="true" data-disruptor-click-url="/de/insights/healthcare-and-life-sciences-m-and-a-report-2025/"> <a href="/de/insights/healthcare-and-life-sciences-m-and-a-report-2025/"> <h5 class="disruptor__tag">Gesundheitswesen</h5> <section class="disruptor__content-wrap row"> <div class="small-4 large-12 column"> <div class="disruptor__image-wrap"> <img alt="" src="/contentassets/96047e9661504bff9be5c28f1b79b515/34356_healthcare_1440x810.jpg?width=480&height=270&mode=crop" data-object-fit /> </div> </div> <div class="small-8 large-12 column disruptor__text-wrap"> <h6 class="">Healthcare & Life Sciences M&A</h6> <p class="">Why companies that adapt to the new realities will come out ahead.</p> <div class="textlink textlink--cta">Mehr erfahren</div> </div> </section> </a> </section> <section class="section section--bordered disruptor disruptor--sidebar " data-in-viewport data-hide-behind data-disruptor-click="true" data-disruptor-click-url="/de/insights/after-years-of-customer-loyalty-programs-in-insurance-what-is-next/"> <a href="/de/insights/after-years-of-customer-loyalty-programs-in-insurance-what-is-next/"> <h5 class="disruptor__tag">Customer Experience</h5> <section class="disruptor__content-wrap row"> <div class="small-4 large-12 column"> <div class="disruptor__image-wrap"> <img alt="" src="/contentassets/fd98f6b666134604a08c82b38d751e38/24073-loyatyininsurance-1440x810-16_9.jpg?width=480&height=270&mode=crop" data-object-fit /> </div> </div> <div class="small-8 large-12 column disruptor__text-wrap"> <h6 class="">After Years of Customer Loyalty Programs in Insurance, What Works, and What’s Next?</h6> <p class="">Based on Bain’s 10 years of research, five themes describe the progress and challenges of earning customers’ advocacy in an increasingly digital experience.</p> <div class="textlink textlink--cta">Mehr erfahren</div> </div> </section> </a> </section> <section class="section section--bordered disruptor disruptor--sidebar " data-in-viewport data-hide-behind data-disruptor-click="true" data-disruptor-click-url="/de/insights/year-in-review-and-outlook-global-healthcare-private-equity-report-2025/"> <a href="/de/insights/year-in-review-and-outlook-global-healthcare-private-equity-report-2025/"> <h5 class="disruptor__tag">Gesundheitswesen</h5> <section class="disruptor__content-wrap row"> <div class="small-4 large-12 column"> <div class="disruptor__image-wrap"> <img alt="" src="/contentassets/95d9ed42a9e3421a808beb824f2d951a/33961-healthcareprivateequitymarket_1440x810.jpg?width=480&height=270&mode=crop" data-object-fit /> </div> </div> <div class="small-8 large-12 column disruptor__text-wrap"> <h6 class="">Healthcare Private Equity Market 2024: Year in Review and Outlook</h6> <p class="">Despite high borrowing costs and extended hold times in 2024, dealmaking roared ahead, marking the second-highest year on record.</p> <div class="textlink textlink--cta">Mehr erfahren</div> </div> </section> </a> </section> </div> </aside> </div> <section> <div class="large-12 column article-container__outside"> </div> <div class="large-6 large-push-3 column article-container__outside"> <span class="article-date-format">First published in Oktober 2024</span> <section class="section list--tags__container"> <h6>Markierungen</h6> <ul class="list--tags"> <li><a class="tag-link" href=/de/publikationen/?filters=managementkompetenzen(219416) title="Customer Experience Title"><span itemprop="keywords">Customer Experience</span></a></li> <li><a class="tag-link" href=/de/publikationen/?filters=branchenkompetenzen(187) title="Gesundheitswesen Title"><span itemprop="keywords">Gesundheitswesen</span></a></li> <li><a class="tag-link" href=/de/publikationen/?filters=managementkompetenzen(390499) title="Net Promoter System® Title"><span itemprop="keywords">Net Promoter System®</span></a></li> </ul> </section> </div> </section> </article> <div class="row column"> <section class="related-case-studies"> <h3 class="">Wie wir unsere Kunden unterstützt haben</h3> <div class="related-case-studies__tiles"> <div class="related-case-studies__item"> <a href="/de/results/a-medical-imaging-companys-cx-overhaul-boosts-customer-satisfaction-and-revenue/" title="A Medical Imaging Company’s CX Overhaul Boosts Customer Satisfaction and Revenue"> <h4> A Medical Imaging Company’s CX Overhaul Boosts Customer Satisfaction and Revenue </h4> <div class="textlink textlink--cta"> 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