Workforce Analytics & Planning
How One Healthcare Organization Impacted Patient Satisfaction With Workforce Analytics

Whether the question is how to retain nurses or whether or not to implement flex staffing, patient satisfaction is greatly tied to effective workforce management. That’s why workforce analytics in healthcare is crucial to the industry’s future.

In April 2016, the Centers for Medicare & Medicaid Services (CMS) incorporated HCAHPS data into a five-star rating system for hospitals. The healthcare industry is now under intense pressure to boost the transparency of quality data and provide information consumers can use to make more informed decisions about their care.

We’ve found that most healthcare organizations are tracking metrics that measure the financials as well as patient outcomes, including overall perceived satisfaction with the quality of care. Often, however, there is little hard evidence linking specific managerial interventions to these outcomes — especially when it comes to workforce interventions.

Mercer has worked for over 20 years on projects to statistically link workforce practices to business outcomes, including patient satisfaction and financial results in healthcare organizations. Such work requires a deep expertise in advanced workforce analytics and a broader understanding of the healthcare context. Through analytics we are able to help our clients manage their workforce based on facts that show how staffing practices, employee development, rewards, and retention do (or do not) affect patient outcomes.

Case Study 1: A Few Of The Relationships


Using Big Data to Create Patient Satisfaction

For 20 years now, Mercer has taken workforce analytics a step further and positioned itself as a leader in linking human capital decisions to organizational results. Business Impact Modeling (BIM) is a proprietary Mercer approach using a quantitative “big data” method to identify the workforce characteristics and people management practices that are the strongest drivers of positive business and customer outcomes.

It is our view that there must be a shift in mindset for the health care executive; there has to be a basic understanding that the workforce does affect patient outcomes and that this impact can be measured and managed.

Case Study 2: Beyond Patient Satisfaction - Impact on Financials and Health Outcomes


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