The strict lines that once separated back-of-the-house operations from patient-facing roles is a bit blurrier in today’s health care landscape. In our 2015 Salary Survey, 55 percent of respondents told us that their incentive compensations were tied to performance improvement metrics, such as patient satisfaction and quality of care. Mind you, that number comes from readers — such as environmental services (ES) managers and facility engineers — who aren't traditionally thought to have much of an effect on patient satisfaction or outcomes.
However, many health care systems today are adopting the motto that service doesn't begin and end only with doctors and nurses. Today, patient satisfaction is woven into the fabric of every department.