5 ways staff training can improve your organization

By Jayne Schenider

Why is training so important for an organization? A culture of continuous improvement can greatly benefit a healthcare organization. Recruitment firm IQ Partners cites training and growth opportunities as great retention tools in the tight Canadian healthcare workforce because “people want to grow.” Opening doors for employees to learn and grow can be an important piece of an organization’s continuous improvement strategy. Let’s explore five benefits of staff training.

Strengthen employee retention

Healthcare job vacancies have doubled in Canada since the beginning of the pandemic, which means employee retention is key for workplace stability. Allocating resources toward staff education shows you’re committed to their long-term careers. That investment can lead to better employee engagement and, in turn, improved retention.

Celebrate staff members who complete a course or program by gifting them a new set of scrubs or a lab coat. If employees wear casual clothes to work, consider a lightweight jacket or quarter-zip pullover. Though a small gesture compared to training, a gift is another investment that shows the recipient they are valued.

Increase patient satisfaction

It takes more than positive healthcare outcomes to ensure patients are satisfied with your organization. Every interaction—whether via the chat function on your app, a phone call with a receptionist or a post-operation chat with a surgeon—is a piece of the patient satisfaction puzzle. By offering opportunities for staff to learn and improve, you increase the odds of meeting—or exceeding—patients’ expectations.

Traditionally, word-of-mouth recommendations had a major impact on selecting providers. Today, online search engines are major influencers. Even though 6 million Canadians do not have a family doctor, many still check sites like RateMDs to see what other patients have to say when making a choice. That means every patient interaction is a chance to deliver exceptional service that resonates with your audience.

Boost companywide morale

Training can be like a refresh button for your staff. It’s a chance to revitalize employees with new strategies, skills and ideas. After all, science is always evolving, and the healthcare industry follows suit. Provincial and federal compliance requirements can change. Technology, too, can be fresh one day and old news the next. Changing things up can also help prevent burnout. When a new process is implemented and staff is trained, celebrate by giving the team a padfolio or jotter set for future note-taking.

Improve conversions

There are many points along a patient’s journey where they can decide to seek care elsewhere. The first phone call, for example, is a critical step. Staff that are well-equipped to answer questions and point callers in the right direction can make a big difference for an organization. Employees who greet patients face-to-face should also be able to answer a myriad of questions. If they don’t have an answer, they should know where to find it. When the objective is to help as many people as possible, trained employees help keep any prospective patients from slipping through the cracks.

Be ready for what’s next

We all remember 2020. The pandemic brought countless twists and turns, from healthcare workers jumping from location to location to a surge in telehealth services. Those who were flexible likely had better experiences than those who were less so. By keeping employees well trained and up to date, they’ll be better prepared for unexpected surprises. When an employee shows initiative and recommends a training opportunity, surprise them with a branded backpack or travel duffel to recognize their drive to improve. And don’t forget to ask for any training improvement feedback your staff may have.

Train today, triumph tomorrow

A culture of continuous improvement can benefit everyone in an organization—and those who are served by it. Providing training opportunities for staff can help you retain employees, increase patient satisfaction, boost morale, improve conversions at each step of the patient journey and prepare your staff to take on what’s next. By readying your staff today and reaping the benefits of training and development, your organization can take on the challenges of tomorrow.

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