Dissertation/Thesis Abstract

Strategies to Improve Patient Satisfaction and Organizational Performance in Health Care
by Heppell, Leanne, D.B.A., Walden University, 2016, 138; 10105797
Abstract (Summary)

Hospital leaders who fail to respond to poor patient satisfaction reports may experience lower organizational performance. The purpose of this qualitative case study was to explore strategies of leaders in private health care settings to improve patient satisfaction. This study may provide strategies that health care leaders in the public setting can apply to improve patient satisfaction and organizational performance. One private health care provider operating in Vancouver, British Columbia, Calgary and Edmonton, Alberta, was selected as both private and public healthcare centers are located in these areas. Data were gathered from 12 participant interviews and from an examination of available physical artifacts such as organizational documents provided by the participants and the company website. Transformational leadership was the underlying conceptual framework for this research. Triangulation was used to ensure the rigorousness of the study. In the study, themes were identified after member checking the transcribed open-ended interview questions. The 5 themes identified were cohesive culture of employee engagement, patient-focused model of care, timely access and follow-up of results and coordination of care, continuous system quality improvement, and employee accountability. These themes underscore the importance of a culture of employee engagement; they also illuminate care that focuses on the patient-care that ensures timely access, follow-up and coordination of care, quality improvement based on patient feedback, and employee accountability. Current publicly-funded hospitals and health care centers may apply these findings to improve patient satisfaction and organizational performance.

Indexing (document details)
Advisor: Faint, Carol-Anne
Commitee: Dwyer, Rocky, Gosett, Kenneth
School: Walden University
Department: Business Administration
School Location: United States -- Minnesota
Source: DAI-A 77/09(E), Dissertation Abstracts International
Subjects: Management, Health care management
Keywords: Health care, Organizational performance, Patient satisfaction, Strategies to improve
Publication Number: 10105797
ISBN: 978-1-339-69248-7
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