Organizational Performance Indicators and Their Influence on Patient Satisfaction in Healthcare Environments
DOI:
https://doi.org/10.56294/hl2022121Keywords:
Patient care, organizational performance indicators (OPIs), healthcare, patient satisfaction (PS).Abstract
Organizational performance indicators (OPIs) are key measurements used to evaluate the efficiency, effectiveness, and overall success of healthcare (Hc) organizations. These indicators can potentially influence Patient Satisfaction (PS), an important factor in determining healthcare quality. Understanding the link between OPIs and patient satisfaction might help healthcare practitioners improve service delivery. Hence, to evaluate the impact of several OPI on PS in healthcare settings, this research involves a mixed-methods approach. This approach included quantitative analysis through surveys of OPIs and PS, as well as qualitative interviews with healthcare personnel. OPIs such as Personnel Efficiency (PE), Resource Management (RM), Patient Care Quality (PCQ), Patient satisfaction (PS), and Healthcare Service Time (HcST) were assessed. Data were obtained from various healthcare settings, and using SPSS statistical approaches like descriptive statistics, correlation analysis, and multiple regression, the relationship between OPIs and PS was analysed. Research found a substantial positive relationship between specific OPIs and greater levels of PS. The results indicated that Resource Management (RM) had the highest performance, while Personnel Efficiency (PE) showed the lowest, emphasizing key areas for improving patient satisfaction. The analysis identified areas where OPIs may be enhanced to improve patient experiences, such as communication and personalized treatment.
References
1. Kelly CJ, Karthikesalingam A, Suleyman M, Corrado G, King D. Key challenges for delivering clinical impact with artificial intelligence. BMC medicine. 2019 Dec;17:1-9. https://link.springer.com/article/10.1186/s12916-019-1426-2
2. Larson E, Sharma J, Bohren MA, Tunçalp Ö. When the patient is the expert: measuring patient experience and satisfaction with care. Bulletin of the World Health Organization. 2019 Aug 8;97(8):563. https://doi.org/10.2471/BLT.18.225201
3. Lee D. A model for designing healthcare service based on the patient experience. International Journal of Healthcare Management. 2019 Jul 3;12(3):180-8. https://doi.org/10.1080/20479700.2017.1359956
4. Pekkaya M, Pulat İmamoğlu Ö, Koca H. Evaluation of healthcare service quality via Servqual scale: An application on a hospital. International Journal of Healthcare Management. 2019 Oct 2;12(4):340-https://doi.org/10.1080/20479700.2017.1389474
5. Yucesan M, Gul M. Hospital service quality evaluation: an integrated model based on Pythagorean fuzzy AHP and fuzzy TOPSIS. Soft Computing. 2020 Mar;24(5):3237-55. https://link.springer.com/article/10.1007/s00500-019-04084-2
6. Ng JH, Luk BH. Patient satisfaction: Concept analysis in the healthcare context. Patient education and counseling. 2019 Apr 1;102(4):790-6. https://doi.org/10.1016/j.pec.2018.11.013
7. Tenforde AS, Borgstrom H, Polich G, Steere H, Davis IS, Cotton K, O’Donnell M, Silver JK. Outpatient physical, occupational, and speech therapy synchronous telemedicine: a survey study of patient satisfaction with virtual visits during the COVID-19 pandemic. American journal of physical medicine & rehabilitation. 2020 Nov 1;99(11):977-81. https://doi.org/10.1097/PHM.0000000000001571
8. Winter V, Schreyögg J, Thiel A. Hospital staff shortages: Environmental and organizational determinants and implications for patient satisfaction. Health Policy. 2020 Apr 1;124(4):380-8. https://doi.org/10.1016/j.healthpol.2020.01.001
9. Fathollahi-Fard AM, Ahmadi A, Goodarzian F, Cheikhrouhou N. A bi-objective home healthcare routing and scheduling problem considering patients’ satisfaction in a fuzzy environment. Applied soft computing. 2020 Aug 1;93:106385. https://doi.org/10.1016/j.asoc.2020.106385
10. Guevara RS, Montoya J, Carmody-Bubb M, Wheeler C. Physician leadership style predicts advanced practice provider job satisfaction. Leadership in Health Services. 2020 Jan 17;33(1):56-72.
11. Khanbhai M, Flott K, Manton D, Harrison-White S, Klaber R, Darzi A, Mayer E. Identifying factors that promote and limit the effective use of real-time patient experience feedback: a mixed-methods study in secondary care. BMJ open. 2021 Dec 1;11(12):e047239.
https://bmjopen.bmj.com/content/11/12/e047239.abstract
12. Leksono EB, Suparno S, Vanany I. Integration of a balanced scorecard, DEMATEL, and ANP for measuring the performance of a sustainable healthcare supply chain. Sustainability. 2019 Jul 2;11(13):3626. https://doi.org/10.3390/su11133626.
Published
Issue
Section
License
Copyright (c) 2022 Pooja Varma , Basudev Biswal , Supriya Awasthi (Author)
This work is licensed under a Creative Commons Attribution 4.0 International License.
The article is distributed under the Creative Commons Attribution 4.0 License. Unless otherwise stated, associated published material is distributed under the same licence.
