Transforming the employee experience in the healthcare industry maybe transferable to yours?

Over two-thirds of the healthcare industry see employee experience as a top priority for HR with a senior partner of a health and benefits provider giving four transferable steps on how to transform your HR department to make it more people-focused and digitally enabled.

Mercer’s 2020 Global Talent Trends Study found that 67 per cent of healthcare organisations see employee experience as the main priority for HR. It was also stated that the “most effective way to achieve a transformation of HR is to create a Target Interaction Model (TIM).” This model means HR becomes a “more people-centered function that places a premium on employee interactions.”

The tips on how to transform your employee experience come from John Derse, senior partner and Mercer’s healthcare industry vertical leader. They are:

1. Conduct a rapid, honest appraisal of where the HR function is today

“Combine interviews, questionnaires, workshops and quantitative data to create a holistic view of the current HR service portfolio as well as its maturity, governance, level of automation, business impact and current employee experience.”

2.Establish a baseline employee experience

“Shifting to an interaction model starts with considering the employee experience for different persona groups and examining the HR service delivery experience through their eyes, which increases the chance of employee satisfaction.”

3. Identify the TIM that will deliver the service portfolio

“Assess which interactions should be personal and high-touch, which interactions should be radically simplified and digitized, and what communication channels will be most effective to drive adoption.”

4.Deliver the HR service portfolio holistically across the organisation with TIM

“Successful transformations consider the design of four key dimensions — processes, systems, content and organisation — in coordination so as not to create systemic issues elsewhere.”

Mr Derse said:

Reinvention is vital post-pandemic to reset management culture and shift toward creating empathetic employee experiences. By prioritizing employees, they will be more likely to stay with the organization and in turn create positive patient experiences which drive up patient satisfaction rates.





Darius is the editor of HRreview. He has previously worked as a finance reporter for the Daily Express. He studied his journalism masters at Press Association Training and graduated from the University of York with a degree in History.