Staff as customers – Shouldn’t they be satisfied too?

The changing demand of today's workplace requires effective healthcare leaders who are able to keep up with changing of pace. They must provide high quality services and care to the community using scarce resources, financed by a shrinking dollar. To facilitate change leaders need to be innovative to create a motivating climate and a work environments that meets the needs of both the individual and the organisation. In the Medical Oncology Department at the Prince of Wales Hospital, a staff satisfaction survey has been conducted as part of a 360-degree approach to assess the needs of the nursing staff in this challenging specialty. The aim of the survey is to give staff the opportunity to express their views and to identify areas of need and areas of excellence in the work environment. This opportunity sends a strong message to the staff that their opinions are valuable and the information it provides will enable leaders to play an active role in managing motivational processes in the workplace. The ultimate aim of this assessment process is to give the new Nursing Unit Manager a snapshot picture of the needs of staff. Only then can a management strategy that addresses their needs be planned and implemented.