Human Resource Development in Healthcare

Organizations

Special Reference to Employee and Patient Satisfaction

Preethi Pradhan

preethi@aravind.org

Healthcare Service Delivery

Input

Outcome Health Systems

Drugs

Well being

Customer Satisfaction

PatientsHealthcare EmployeesEquipment /

Technology

Human Resource

Determinants of Healthcare Success

Healthcare Customers

Internal Customer (Employees)

External Customer (Patients)

Organisational Success

Patient satisfaction Employee Satisfaction

Current Research Studies Employee Satisfaction in Healthcare

•Physician satisfaction

•Nursing cadre satisfaction

Key Recommendations include

Satisfaction in caring for patients

Less complaints from customers

Areas

•Department level

•Emergency Room

•Overall Hospital facilities

Key Recommendations include

Change in Employee behaviour / skill/ attitude

Patient Satisfaction

Areas

Hypothesis

Implications for healthcare

•Retention of employees

•Improvement of patient care

Patient Satisfaction

Employee

Satisfaction

Food service Salary

Hospital

cleanliness

?

Empathy

Empowerment

Relationship with colleagues

Research Gap to be Addressed

An empirical study in the Indian context which looks at both patient satisfaction and employee satisfaction and their interaction with each other Patient satisfaction and its relation

to employee satisfaction Employee satisfaction and its

relation to patient satisfaction

Research Challenge

Identifying issues that influence the levels of satisfaction of both the employees (health care professionals) and patients in any given organizational setting

Developing a methodology (or methodologies?) for empirical investigation of such issues

Thank you