Community General Hospital is experiencing downward trending over the past two years for both patient experience and caregiver engagement scores. Organizational annual goals have included targets for selected patient experience key performance indicators such as nurse communication scores and likelihood to recommend the hospital, and intent to leave the organization as a global measure of workforce engagement. Leaders used a number of tactical approaches to improve both engagement and patient experience scores. While efforts have sometimes resulted in temporary improvement, these gains do not last. Staff and leaders are frustrated as they are working hard to provide good patient care, and to engage and support staff and caregivers.

 

Answer the question below by describing the insight of the case study.

How might they change their improvement approach to achieve success?