The driving insight was that a well-equipped team (leveraging Toast’s platform) can handle whatever comes their way. And while the staff did flawlessly navigate the night, the viewer can’t help but feel empathetic for the anxiety-inducing environment restaurant workers exist in. 

In a 2017 report from Mental Health America, it’s cited that the food and beverage industry is one of the worst for employee mental health. Luckily, groups such as the Southern Smoke Foundation are rallying to support and uplift food and beverage employees and their mental health.  

What’s The Link?

Though a hospital visit and dining experience may seem worlds apart, both industries depend on its workforce to deliver exceptional quality in a high-pressure environment. 

Toast’s campaign highlights much more than its tech solution, inherently illuminating through its behind-the-scenes approach that it takes resilience to work in the service industry. While the “customers” in the Toast spot were ridiculous, they were relatively harmless compared to real-life interactions. If an upset coffee shop customer feels entitled to yell at an employee for a slight mistake, imagine how volatile things are at a healthcare facility where patients–often scared or in pain–would rather not be in the first place.  

Data suggests the issue is only worsening: the number of health workers reporting workplace harassment more than doubled from 2018 to 2022. This is compounded by the fact that 71% of Americans surveyed by Unlock’s Consumer Compass^TM define ‘quality’ in healthcare by how they’re made to feel during their treatment experience. This means frontline staff well-being directly impacts patient satisfaction. Here’s how employers can help their employees feel seen and supported. 

1. Promote a culture of camaraderie. Fostering community and support in high-pressure environments is key to maintaining morale. Shared moments and mutual support help teams navigate challenges, and incorporating moments of levity can maintain a positive atmosphere without compromising professionalism or empathy. 
2. Equip them with the right tools. Just as Toast’s technology supports restaurant staff in operating efficiently, tools that reduce administrative burdens and streamline workflows allow healthcare employees to focus on what matters most: patient care. 
3. Recognize that they’re human too. Healthcare workers often view their role as a “calling,” but their hard work is deserving of recognition and appreciation too. Formal recognition programs and informal gestures helps to reinforce that their contributions are valued and show them they’re more than just their job. 
4. Provide mental health resources. Establish policies that help mitigate negative patient encounters and prepare staff to handle them through ongoing training and workshops. Paired with decompression strategies, stress management programs, and mental health support, these initiatives can assist healthcare workers in managing difficult interactions while also prioritizing long-term well-being. 

These are key ingredients of a strong employer brand. Interested in learning more?  Listen to our podcast with our partners at Nebraska Medicine about the importance of internal branding in healthcare.