Prioritizing employee well-being to protect patient experience during flu season | Viewpoint

Every year, peak flu season brings a 20-30% surge in patient volumes, straining healthcare systems and pushing them to operate at or near maximum capacity.

Amber Maraccini

According to the Centers for Disease Control and Prevention (CDC), through January 25, 2025, there have been an estimated 250,000 to 540,000 flu-related hospitalizations in the United States so far this flu season.

When caregivers are stretched thin, burnout and stress escalate, potentially impacting the quality of care and eroding patient trust. To address these challenges, healthcare organizations must prioritize employee well-being as a strategy to safeguard care outcomes and build stronger relationships between patients and providers.

The challenge: Dual Pressure on staff and systems

The pressures of flu season extend beyond increased patient volumes. The CDC reports that surges in respiratory cases have led to longer working hours for healthcare workers, contributing to heightened stress, mental health challenges, and increased medical errors.

Without adequate support, caregivers struggle to maintain consistent, empathetic care, underscoring the critical need for strategies that mitigate burnout and protect both employee and patient experiences.

The CX + EX linkage: Building trust through support

Employee experience (EX) and patient experience (CX) are inextricably linked. When clinicians feel supported, they deliver compassionate, high-quality care, fostering patient trust. Conversely, overwhelmed employees put the patient experience at risk.

By investing in employee well-being, healthcare organizations create a virtuous cycle: engaged employees lead to better patient outcomes, reinforcing trust in the system.

Practical tactics for employee well-being

Healthcare organizations must employ strategies that reduce stress and empower caregivers during flu season. There are several ways in which this can be accomplished.

Flexible scheduling allows employees greater control over their work hours, improving work-life balance. On-demand staffing solutions help fill gaps without overburdening teams, alleviating pressure from unpredictable surges.

Additionally, mental health resources, including counseling services, peer support programs, or meditation apps, further support caregivers. By normalizing mental health conversations and ensuring leadership’s visible support, organizations reduce stigma and foster a culture of care.

Streamlining administrative burdens through AI automation is another critical tactic to reduce stress and improve efficiency. Automating repetitive tasks, such as documentation and scheduling, allows clinicians to focus more on patient care while minimizing errors caused by fatigue.

Northwestern Memorial Healthcare provides a compelling example by using AI to identify and auto-route employee shoutouts from patient experience feedback directly to the front line. This not only recognizes and rewards staff but also enriches team huddles with real-time positive reinforcement, boosting morale and fostering a culture of appreciation. Tried-and-true practices, like one-word check-ins during huddles, complement these AI-driven solutions by offering actionable insights and reinforcing leadership’s commitment to well-being.

Lastly, creating physical spaces for respite—such as quiet rooms, healthy snack stations, and hydration areas—sends a clear message that employee health is a priority. These combined measures enhance resilience, productivity, and retention, creating a supportive environment during high-stress periods.

Supporting healthcare workers who are parents or caregivers

Many healthcare workers face dual pressures during flu season, balancing workplace demands with caregiving responsibilities at home.

Family-friendly policies, such as flexible family leave or on-site childcare, help alleviate these challenges while promoting loyalty and productivity.

Remote administrative work or telehealth consultations for employees’ families can further support work-life balance, ensuring caregivers meet personal and professional obligations effectively. These initiatives not only reduce stress but also strengthen employee engagement, yielding long-term organizational benefits.

Building patient trust through employee empowerment

When employees feel valued and supported, they deliver attentive and compassionate care, fostering trust with patients. Transparent communication—acknowledging delays and explaining their causes—demonstrates respect and empathy.

Leveraging technology for continuity of care, such as seamless transitions and access to comprehensive patient histories, prevents patients from feeling overlooked.

Empathy training for staff, focusing on techniques like summarizing next steps and maintaining eye contact, fosters deeper connections and trust. These practices not only reassure patients but also contribute to improved outcomes, showcasing the tangible value of employee empowerment.

Conclusion: A win-win strategy and investment in trust

Peak flu season’s impact on employees and patients doesn’t have to be inevitable. By making employee well-being a foundational element of their strategy, healthcare organizations achieve far-reaching benefits, including improved patient care, operational efficiency, and cost savings.

Prioritizing employee well-being is not just a short-term fix; it is a long-term investment in trust, resilience, and organizational success. Embedding these strategies into the cultural fabric of healthcare ensures readiness to navigate seasonal challenges while building a healthier, more sustainable workforce.

Amber Maraccini is vice president of healthcare & life sciences at Medallia.