The Linkage between Employee and Patient Satisfaction in Home Healthcare

Abstract

Greater accountability for patient outcomes, reduced reimbursement, and a protracted nursing shortage have made employee and patient satisfaction results central performance metrics and strategic imperatives in healthcare. Key questions are whether the two interact and if so, how can that relationship be leveraged to obtain maximum gains in both employee and patient satisfaction. This article examines the experience of a large, nonprofit home care agency in exploring these issues. The agency found that organizational commitment to patient care and customer service are fundamental to patient satisfaction. The more employees perceived that the organization is focused on quality and customers, the more patient satisfaction increased. Among nurses, work-life balance, fair compensation, and regard for employees all influenced patient satisfaction.

Promoting employee wellbeing and quality service outcomes: The role of HRM practices

“…When these factors are present there is likely to be a signifi cant effect on service delivery outcomes, particularly service quality perception, and, in the case of aged care, client satisfaction and quality of life perception. On the other hand, studies have shown a statistically signifi cant positive relationship between staff satisfaction and resident satisfaction in aged care facilities (Chou, Boldy, & Lee, 2002Rosati, Marren, Davin, & Morgan, 2009). Although wellbeing is a broader concept than satisfaction it is reasonable to assume that higher levels of employee wellbeing are also related to higher levels of client satisfaction.…”

Quality and patient experience: A six-dimensional approach for the future of healthcare

“…[22] Furthermore, we have financed employee benefit programs such as employee health insurance, tuition reimbursement, and continuing medical education (CME) opportunities that have cultivated employee satisfaction. For instance, AHMC hosted an International Health Policy Symposium to ensure all administrators were timely informed of the current trends and development in American healthcare.…”

“…This state of action has proven to be significant in many circumstances to increase patient satisfaction. [22] …”

Structural Equation Modeling on Case Management Outcomes and Factors Influencing Outcomes in the Community-dwelling Vulnerable Elders

“…사례관리 성과 는 서비스를 제공하는 사례관리자의 성별, 연령, 자격 (Shin, 2009), 역량 (June, Lee, & Yoon, 2009;King, Meadows, & Le Bas, 2004), 직무만 족도 (Kim, Jung, Jung, & Jin, 2001;Rosati, Marren, Davin, & Morgan, 2009), 대상자와의 관계형성 정도 (Björkman & Hansson, 2001), 교육 및 훈련 정도(Austin) 등을 포함하는 사례관리자의 특성이 가장 큰 영향을 미칠 수 있다고 하였다 (King et al). 대상자 특성의 경우, 소득 수준, 교육수준 (Shin), 건강상태 (Nakatani & Shimanouchi, 2004), 유 병기간 (Shin), 사회적 지지체계 (Björkman & Hansson; Shin) 등을 관 련 요인으로 제시하고 있다.…”