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Healthcare Workers Satisfaction and Patients’ Satisfaction : An Effort to Find out Linkage


Affiliations
1 Centre for Hospital Management, School of Health System Studies, Tata institute of Social Sciences, India
2 Mumbai campus, Masters of Public Health, Social epidemiology, School of Health System Studies, Tata institute of Social Sciences, India
3 Mumbai Campus, Masters of Hospital Administration, School of Health System Studies, Tata institute of Social Sciences, India
     

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Background: Patient satisfaction is the real testimony to the efficiency of hospital administration. A patient is the ultimate consumer of the hospital. Therefore, patient satisfaction has become increasingly popular as a critical component in measuring the quality of care. Literature suggests the significant impact of employee satisfaction on patient satisfaction. Thus, the study’s objective is to determine the level of patient satisfaction towards OPD services with reference to Employee Satisfaction.

Materials and Methods: Descriptive and analytical research designs were used to conduct the study. A stratified random sampling technique was used while selecting the samples. Twenty-five employees were interviewed according to a structured questionnaire. A patient satisfaction level questionnaire was administered to a sample of 50 patients. Descriptive statistics were used to express the categorical variables.

Results: Patient feedback findings bring out positive responses from over 70% of the patients on this aspect. 56% reacted average/unhappy with the overall experience about referring the hospital. Employee satisfaction findings highlight dissatisfaction among hospital employees on the grounds of exploiting work atmosphere, inadequate training provision, being overloaded, recognition of efforts, and lack of support from a supervisor. Positive feedback was obtained on the grounds of effective communication by the management, knowledge about the job profile, and training and development.

Conclusion: Assessment of patient satisfaction can improve service quality. By viewing employees as ‘internal customers,’ efforts to create higher employee satisfaction can have desirable outcomes on enhanced care quality and increased patient satisfaction.


Keywords

Patient Satisfaction, Patient Experience, Employee Satisfaction, Out-Patient Department.
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  • Healthcare Workers Satisfaction and Patients’ Satisfaction : An Effort to Find out Linkage

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Authors

Dhananjay Mankar
Centre for Hospital Management, School of Health System Studies, Tata institute of Social Sciences, India
Aditi Choudhary
Mumbai campus, Masters of Public Health, Social epidemiology, School of Health System Studies, Tata institute of Social Sciences, India
Himani Gujar
Mumbai Campus, Masters of Hospital Administration, School of Health System Studies, Tata institute of Social Sciences, India

Abstract


Background: Patient satisfaction is the real testimony to the efficiency of hospital administration. A patient is the ultimate consumer of the hospital. Therefore, patient satisfaction has become increasingly popular as a critical component in measuring the quality of care. Literature suggests the significant impact of employee satisfaction on patient satisfaction. Thus, the study’s objective is to determine the level of patient satisfaction towards OPD services with reference to Employee Satisfaction.

Materials and Methods: Descriptive and analytical research designs were used to conduct the study. A stratified random sampling technique was used while selecting the samples. Twenty-five employees were interviewed according to a structured questionnaire. A patient satisfaction level questionnaire was administered to a sample of 50 patients. Descriptive statistics were used to express the categorical variables.

Results: Patient feedback findings bring out positive responses from over 70% of the patients on this aspect. 56% reacted average/unhappy with the overall experience about referring the hospital. Employee satisfaction findings highlight dissatisfaction among hospital employees on the grounds of exploiting work atmosphere, inadequate training provision, being overloaded, recognition of efforts, and lack of support from a supervisor. Positive feedback was obtained on the grounds of effective communication by the management, knowledge about the job profile, and training and development.

Conclusion: Assessment of patient satisfaction can improve service quality. By viewing employees as ‘internal customers,’ efforts to create higher employee satisfaction can have desirable outcomes on enhanced care quality and increased patient satisfaction.


Keywords


Patient Satisfaction, Patient Experience, Employee Satisfaction, Out-Patient Department.

References