Book SummaryPatients Come Second, by Paul Spiegelman and Britt Berrett

1-Page Summary1-Page Book Summary of Patients Come Second

In Patients Come Second, Paul Spiegelman and Britt Berrett argue that healthcare organizations should prioritize employees over patients. They contend that by focusing on employee engagement and satisfaction, organizations can create a culture that ultimately leads to better patient care and experiences. The book provides a framework for healthcare leaders to shift their focus from patients to employees, with the goal of improving overall organizational performance and patient outcomes.

Spiegelman is the founder and former CEO of BerylHealth, a company that provides patient experience solutions to healthcare organizations. He is also the co-founder of the Small Giants...

Patients Come Second Summary The "Put Patients Second" Philosophy: Foundations

Spiegelman and Berrett assert that getting employees engaged is key to enhancing patient experience. Patients expect the best care and want to feel that someone cares about them. This requires engaging employees, as the way patients feel is a result of their interactions with every person they come in contact with.

The authors explain that the experience of being a patient begins when one perceives it to begin and never ends. It’s not linear; rather, it’s intertwined with their existence. The patient experience has expanded to encompass more than just clinical outcomes and what happens in the healthcare setting. It encompasses everything from assessments before treatment to calls and examinations afterward. To provide an excellent experience, healthcare leaders must consider the effect of all their interactions with patients.

The Impact of Engaged Employees on Patient Experience

The authors’ assertion that engaged employees are key to enhancing patient experience is supported by the fact that people remember experiences based on a few key moments and the ending. This means that a single...

Patients Come Second Summary Cultivating the Cycle of Growth: Engagement, Experience, and Outcomes

Spiegelman and Berrett believe that prioritizing employee allegiance leads to customer loyalty and business growth. Loyal customers increase profits, which you can then reinvest in your employees, creating a cycle of growth.

(Shortform note: The idea that employee satisfaction leads to customer satisfaction and business growth isn’t new. In 1997, James Heskett, W. Earl Sasser, and Leonard Schlesinger published The Service Profit Chain, which describes a similar cycle of growth.)

We’ll now explore ways to foster worker involvement and evaluate the impact of that involvement on outcomes.

Building & Sustaining Employee Engagement

Spiegelman and Berrett stress the vital importance of tailoring recognition programs to fit your organization’s unique needs. It's crucial to figure out what works for your organization and get creative since there's no universal method for employee recognition. Without making an effort to acknowledge employees in a personal way, your efforts will fail. You also need to pledge to consistently recognize employees; otherwise, you'll cause your workforce to disengage.

(Shortform note: Tailoring recognition...

Shortform Exercise: Engaged Employees and Patient Experience

Explore how engaging employees can significantly shape patient experiences in healthcare settings.

Think about a time when you had a memorable interaction with a healthcare professional. How did their behavior impact your overall perception of your care?