Where Empathy Begins: The Human Factor Behind Healthcare

Sarah takes a deep breath as the technician adjusts the armrest on her new wheelchair. She’s been through this process before, but something feels different this time. The person helping her isn’t rushing through a checklist or treating her like a case number. Instead, there’s genuine care in how they explain each adjustment, patience when she asks questions, and understanding when she mentions her concerns about getting back to work. What Sarah doesn’t know is that this quality of care starts long before she arrives – it begins with how this technician feels about coming to work each day.

NPL Home Medical recently earned recognition as a winner of the Northeast Ohio Top Workplaces Award for 2025, an honour that comes directly from employee feedback rather than management claims. The award, administered by third-party survey company Energage LLC, measures whether staff feel respected, supported, enabled to grow and empowered to execute their roles effectively. For a company that specialises in custom wheelchairs and mobility solutions, this recognition reveals something crucial about the connection between workplace culture and patient care.

The Human Factor Behind Healthcare

‘Being named a Top Workplace means everything to us because it reflects how our team genuinely feels about the culture we’ve built,’ says David Haynes, NPL’s President and CEO. ‘The mobility solutions we provide can change lives and that sense of purpose fuels a deep commitment across our organisation. We work hard to ensure every employee feels supported, empowered, and proud of the impact they make every day.’

Research consistently shows that employee satisfaction in healthcare settings directly impacts patient care quality. When healthcare workers feel supported and engaged, they demonstrate better communication skills, make fewer errors, provide more compassionate care and contribute to improved patient safety outcomes. The reverse is equally true – dissatisfied employees are more likely to experience burnout, reduced efficiency and higher turnover rates, all of which negatively affect patient care.

In mobility services, this connection becomes even more personal. Getting fitted for a custom wheelchair isn’t like picking up a prescription. It’s an intimate process that requires trust, patience and understanding of how mobility challenges affect every aspect of someone’s life. The technician needs to understand not just measurements and specifications, but the daily realities of navigating health challenges with mobility limitations.

When Purpose Meets Personalised Care

NPL Home Medical has spent over 20 years focusing exclusively on custom wheelchair solutions, building expertise through thousands of mobility fittings. Their team includes RESNA certified Assistive Technology Professionals (ATPs) who provide expert assessments tailored to individual needs. These specialists don’t just fit wheelchairs – they ensure proper posture, pressure relief and injury prevention while training users and caregivers on maintenance and optimal use.

The difference between a standard fitting and one conducted by a satisfied, empowered professional can be life-changing. Certified ATPs work closely with patients to create custom solutions that address not just mobility, but comfort and quality of life. They understand that an ill-fitting wheelchair can cause pain, limit independence and affect someone’s ability to work, socialise and maintain their daily routines.

This level of personalised care requires emotional investment from the healthcare provider. When staff feel valued and supported in their workplace, they’re more likely to invest that extra time and attention that makes the difference between adequate care and exceptional care. The ATP who takes time to understand a patient’s specific lifestyle needs, who explains options clearly and who follows up to ensure the wheelchair is working properly, is drawing on job satisfaction and workplace support to fuel that level of service.

The Cost Of Unsupported Staff

Healthcare worker burnout has reached concerning levels across the industry. Recent studies indicate that a significant proportion of US clinicians are experiencing burnout, with a quarter considering career changes primarily due to burnout. Common factors include inadequate resources, ineffective workflows and feeling unsupported by employers.

In assistive technology and mobility services, burnout is driven by high emotional demands and administrative burdens. Healthcare workers value quality patient care and manageable workloads, but often feel constrained by time pressures and lack of support. When staff feel overwhelmed or undervalued, it directly impacts their ability to provide the compassionate, thorough care that mobility patients need.

When Voices Matter

‘Earning a Top Workplaces award is a badge of honour for companies, especially because it comes authentically from their employees,’ explains Eric Rubino, CEO of Energage. ‘Leaders must ensure they’re allowing employees to have a voice and be heard. That’s paramount. Top Workplaces do this, and it pays dividends.’

Employee feedback systems aren’t just about satisfaction surveys – they’re about creating cultures where staff feel comfortable expressing concerns, suggesting improvements and knowing their input matters. Healthcare research shows that higher employee engagement correlates with better patient safety outcomes and improved overall care quality.

For NPL Home Medical, this recognition reflects years of building a culture where team members feel heard and valued. When employees know their voices matter, they’re more likely to speak up about patient needs, suggest better processes and invest emotionally in their work. This creates an environment where quality care becomes the natural result of a supportive workplace culture.

Small Moments, Big Impact

The real test of workplace culture isn’t found in mission statements or employee handbooks. It’s in the small moments – like a technician who takes extra time to ensure a wheelchair fits perfectly, or a staff member who calls a patient to check how they’re adjusting to their new mobility equipment. These interactions, repeated thousands of times, shape someone’s experience of regaining independence and freedom of movement.

Sarah’s positive experience getting fitted for her wheelchair wasn’t accidental. It was the result of a workplace culture that prioritises employee wellbeing, knowing that supported staff provide better care. Her technician’s patience and expertise were possible because they work in an environment where they feel valued, empowered and proud of the difference they make.

When employees feel genuinely supported at work, it creates ripple effects that extend far beyond company walls. In healthcare settings, particularly those dealing with mobility challenges, this support translates into more compassionate care, better patient outcomes and restored independence for people who need it most. The recognition NPL Home Medical received isn’t just about being a good employer – it’s about creating an environment where empathy and expertise combine to change lives, one carefully fitted wheelchair at a time.