New Survey Finds Healthcare has Lowest Employee Satisfaction Levels

Sarasota, FL (WorkersCompensation.com) – According to the 2023 Healthcare Experience Trends Report from Qualtrics, the satisfaction level of healthcare workers is the lowest it has ever been, and patients could ultimately feel the impact. 

Analysts reviewed the survey results of over 3,000 healthcare workers from 27 countries, as well as 9,000 consumers about their hospital experiences, and 7,000 consumers about their health insurance experiences. The results are rather grim, with healthcare worker satisfaction ranking dead last out of all industries, and hospitals ranking the lowest in patient experience satisfaction. The only good news is that in comparing industries, healthcare is still one of the most trusted by consumers. 

Sixty-one percent of patients felt that their healthcare providers need to do a better job of listening to them. Additionally, 69 percent felt insurance companies need to do the same. The results of preferred method of contact and interaction further supports this finding, whether it’s scheduling appointments or getting medical advice. 

While the trend in healthcare has been to utilize more digital options and incorporate AI in order to address staffing shortages, 82 percent of patients still prefer to get medical advice directly from a live person. For minor medical advice, 48 percent preferred meeting with a provider in person for medical advice, 25 percent preferred a phone call. For scheduling an appointment, 36 percent preferred to talk to an individual on the phone, and 26 percent preferred self-service on their phone. 

Healthcare employees echoed some of the same sentiments, voicing a desire to be heard and appreciated. Fifty-two percent of healthcare workers felt they were paid adequately for their work, which was the lowest score of any industry. Thirty-eight percent felt their pay was clearly linked to their performance. Intent to stay was 3 percentage points lower from cross-industry global averages, and 4 percentage points lower than 2022 trends. 

Women healthcare workers reported lower scores in every area of employee experience compared to men. Women scored 9 percent lower on experience compared to expectations, innovation, and pay and benefits. Additionally, they scored 10 percent lower in technology, and work-life balance.

Thirty-eight percent of healthcare workers are at risk of burnout. Coincidently, healthcare also reports lower than average favorable workflow processes. Healthcare scored 6 percent lower than the cross-industry average for work processes that allows employees to be productive as possible. Healthcare also scored 4 percent lower for managers helping remove barriers for getting work done, 3 percent lower for management assistance in helping teams prioritize. For continually improving how work gets done, healthcare scored 5 percent lower compared to cross industry averages. 

In yet another Qualtrics analysis of over 30,000 employees, the overall work-life balance scores decreased by 2 points from 2022 to 2023, indicating employees across the globe are becoming less satisfied and more stressed. 

The analysis indicated that 63 percent of those that were satisfied with their work life balance are willing to go above and beyond for their employer. According to the same report, employees who are satisfied with their pay and benefits are 26 percent more likely to have their work expectations exceeded, and 13 percent more likely to remain at their employer for three or more years. 

Based on these findings, if employers can find a way to turn the tide of dissatisfaction among healthcare workers, the patient experience would ultimately improve as well. The analysts reported that many organizations have invested in not only better compensation and value, but addressed process inefficiencies, incorporated listening strategies and flexibility, and invested in employee wellness at a holistic level. 

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