A short note before reading: this post might be more applicable to the Dutch healthcare market then healthcare in general because of its characteristics. Healthcare used to be a market in which the customer (client) had little to no influence: hospitals tend to be closed systems in which you enter after you have been forwarded by your GP, most of the time to a hospital most nearby and the one with which the GP already has contact with. This means that hospitals didn’t felt the need to assure customer satisfaction.
Nowadays, the insurance companies tend to determine the hospital you visit: since the healthcare-insurance system changed a couple of years ago, the market model was introduced in the healthcare market. Clients choose the hospital (or other form of healthcare provider) their insurance company has a contract with. The power of the insurance companies requires healthcare providers to put more effort in having an efficient business model. Reason number one to put more effort in having engaged employees: they make or break your efficiency in the end.
Because of the difference in distance between client and GP versus client and the insurance company, one might argue that clients (or customers) tend to switch to a different insurance company earlier then a different GP. Since a lot of these insurance companies differ in the healthcare providers they have contracts with, the service level of the healthcare provider might sooner or later determine the customer experience with the insurance company. Reason number two to put more effort in having engaged employees: they determine the customer (client) experience of both the healthcare provider and the insurance company.