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Variables on which employee satisfaction depends
Employee satisfaction variables
Employee satisfaction variables
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Employee satisfaction can have a profound impact on any organization. Some may argue that employee satisfaction is a critical driver of financial success in any business. The impact of employee satisfaction on healthcare organizations, however, may be more complex and far-reaching than one might first imagine. In this essay, I will explore the impact of employee satisfaction on the financial success of a healthcare organization by examining how employee satisfaction effects individual job performance, patients’ satisfaction levels, and organizational culture.
Individual job performance
Statistical evidence shows a positive correlation between employee satisfaction and improved job performance. (Wright, Cropanzano & Bonett, 2007) An improvement
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Angermeier et al. (2009) found evidence of a positive correlation between employee satisfaction and the perception of increased customer service skills. Additionally, in the field of healthcare, Press Ganey’s research identifies a direct correlation between employee satisfaction and patient satisfaction (Stanowski, 2009; Bhatnagar & Srivastava, 2012). So why is patient satisfaction so important in the healthcare setting? Like other businesses, satisfied customers influences increased market share by both word-of-mouth marketing and by generating repeat business. Healthcare, however, adds another dimension to the importance of satisfied customers; Customer satisfaction scores directly impact government reimbursement for medical costs. Many healthcare managers understand the value of marketing and how impactful “word of mouth” recommendations (also known as referrals) can be to an organization. In fact, research indicates referrals are a trusted means by which consumers confirm or acquire information about the organizations under consideration for meeting their healthcare needs (Dobele & Lindgreen, 2011). Additionally, referrals were more effective than other marketing tools typically used by healthcare organizations due to the enhanced believability when the referrer was unpaid, the referral is made voluntarily or was based on recent experiences (Dobele & Lindgreen, …show more content…
Another important factor in profitability is the ability to retain customers. If patients are dissatisfied, they may choose to seek healthcare from a competing organization. If a pattern of customer dissatisfaction is systemic the consequences can be significant revenue losses. Multiple studies indicate patient dissatisfaction is related with failure to return to a healthcare provider (Zoller, Lackland & Silverstein 2001). A three year study at the Medical University of South Carolina concluded that a 10 percent decrease in mean patient satisfaction scores would predict as many as 250 patients that would not return for subsequent healthcare needs. At a rate of 3.4 visits per patient, the overall loss would equate to approximately 850 lost visits per year (Zoller et al., 2001). These lost visits would result in a financial impact as much as a 1.5 million dollar loss per year according to statistics from Kaiser State Health Facts (Rappleye, 2015). Thus far the principles of customer satisfaction discussed here hold true in nearly every business sector. In the healthcare market, however, there is another substantial reason to ensure patients have a satisfactory experience. Specifically, Medicare payments made to hospitals are directly affected by customer satisfaction scores. As part of the Affordable Care Act, an initiative was introduced by the federal government
With the passage of the Affordable Care Act (ACA), the Centers for Medicare and Medicaid Services (CMS) has initiated reimbursement based off of patient satisfaction scores (Murphy, 2014). In fact, “CMS plans to base 30% of hospitals ' scores under the value-based purchasing initiative on patient responses to the Hospital Consumer Assessment of Healthcare Providers and Systems survey, or HCAHPS, which measures patient satisfaction” (Daly, 2011, p. 30). Consequently, a hospital’s HCAHPS score could influence 1% of a Medicare’s hospital reimbursement, which could cost between $500,000 and $850,000, depending on the organization (Murphy, 2014).
The current health care landscape has been characterized by large scale consolidation and vertical integration of payers and providers. This has led to a handful of dominate players with substantial influence, and an increasing overlap in responsibilities between payers and providers. Although payers and providers have traditionally been on opposing sides, battling each other about quality of care versus cost-effective care, they are shifting to working together to achieve better value.
Employee job satisfaction is also an issue faced by Coastal Medical Center’s staff. It is important the employees enjoy their job so that performance will be efficient and of higher quality. When employees are satisfied and happy with their job, performance improves and it becomes apparent to the patients. It was also mentioned that the staff does not have a chance to be heard b...
[19]Press I. 2005. Patient Satisfaction: Understanding and Managing the Experience of Care, 2nd Edition. Chicago, IL: Health Administration Press.
Throughout the years, there have been many individuals and families who have not been able to afford healthcare. Some programs have helped to provide for those in need, but they have not provided to all needy citizens. In an effort to provide more people with the healthcare and insurance they truly need, the United States government has developed the Affordable Care Act. The act’s purpose is to expand Medicare, which was originally developed to provide for the elderly and the disabled, to those who are not disabled but are in times of financial hardship. The Affordable Care Act was originally developed to ensure healthcare to all individuals who could not afford it on their own. It would seem that the increase in the number of patients would benefit hospitals, but this act does the opposite of its intended outcome. There are more patients visiting the hospitals, but the act lowers the costs of their medical bills, which in turn decreases the hospitals’ incomes. This decreased source of income causes both the patients and the employees to find new solutions to the increased amount of issues that they now endure.
The role that the government plays to ensure that these challenges are mitigated and that health care is available to all American citizens is also discussed. Among these problems, poor quality of care is perhaps the most visible and troubling, resulting in nearly 100,000 preventable deaths each year (Institute of Medicine, 1999) and reduced quality of life for millions of Americans due to non-fatal yet serious adverse events such as wrong-limb amputation, hospital-acquired infection, and medication errors (Institute of Medicine, 2006; Leape, 1997). Health care must be fully accountable for quality, and the patient experience is simply the patient's perception of quality. Society should question and debate how healthcare organizations should show improvement for consumers. This can help organizations create reliable health coverage costs and evaluate medical performance for families and individuals in the future.
Based off of the gratification an individual contains towards their work, job satisfaction is a key. The productivity could either be positive or negative, while the relationship between the productivity and satisfaction may not be consistent. There are multiple internal and external factors in job satisfaction that can impact the behavior of an employee and engagement over time. The way the worker’s attitude concerning their field affects the performance they perform on a daily basis. One who is satisfied with the job they do, succeeds at what they do.
I have worked in healthcare for over 13 years and I have seen the issues that can arise regarding customer service firsthand. The company I work for is starting to have trainings and meetings to improve customer service to our clients. Don’t get me wrong some strive to help the patient and go above and beyond as others are burn out and feel like they just need to get the patient in and out without really understanding the patient’s needs or concerns. Unfortunately, there is a growing concern about customer service in healthcare with Healthcare Reform happening in the US today. Of course the actual Affordable Care Act has its pros and cons, and everyone has their own opinions on the subject and what should happen. But we can all agree that the patient and care received should be the first priority before the doctors, healthcare workers and insurance companies.
It is well established reality that organisations in the world today can no longer survive without focusing on their employees. If they have to be at the competitive edge they have to invest in human resource, and placing their employees on top priority. This notion has lead to the strategies that, most organisations are pursuing through employee management. To achieve the optimum performance from employees organisations must motivate their employees, and have to engage them in activities that will benefit and help employees in achieving their predetermined goals and objectives. In order to achieve this, it is imperative for managers to set in motion work conditions that will help employees to achieve satisfaction of their job, low turnover and absenteeism rate and promoting the environment that promotes the organizational commitments and organizational citizenship behavior. Job satisfaction has been identified as a major requirement for organisations which aim to achieve excellence in their operations. Armstrong (2003) refers to job satisfaction as the attributes and feelings people have about their work. By extension, job satisfaction will mean positive or favourable attitudes towards one’s job whilst a negative or unfavourable attitude indicates job dissatisfaction.
In many organisations, managers and bosses have found it a struggle implementing successful strategies to improve job satisfaction and productivity among its employees. While dealing with unproductive, unmotivated and unsatisfied employees, there is an increased risk for turnover, which can be prevented. The risk of high turnover is a problem to workplaces as turnover has been proven to ‘take its toll’ on productivity as it disrupts current projects and increases workloads for other employees. It also has a negative impact on team cohesion (Patrick and Sonia, 2012). Job satisfaction is one’s general attitude to the job, and higher the job satisfaction, the more likely he/she will hold a positive attitude towards their job (De Menzes, 2011). De Menzes (2011) believes that employees who are satisfied with their jobs are likely to be more committed to their organisation and be more productive. People are significantly more productive when they are content and achieving individual and organisational goals are able to be fulfilled in a work environment where employees feel happy and motivated. Interventions which can be used to improve job satisfaction and productivity to decrease rates of turnover and unmotivated employees include an increase in workplace training, as well as performance pay.
The problem of job dissatisfaction is a global workplace issue. Although Americans are happier in their jobs, satisfaction in the United States is declining due to downsizing and overburdening. (Robbins & Judge, 2009). Before outlining job dissatisfaction a definition of job satisfaction is needed. Job satisfaction is “[an] individuals’
In theory, this increase in the level of employee job satisfaction comes from the sense of greater responsibility for the quality of their work. Moreover, autonomy can increase motivation and happiness, along with decreasing employee turnover. All of which can make employees perform better with their jobs.
The purpose of this report is to brief the management on the importance of employee satisfaction in achieving the competitive goals of the organization through increasing the retention of the employees.
Job satisfaction is a pleasurable or positive emotional state resulting from the appraisal of one’s job or job experiences. It has been treated both as a general attitude and satisfaction with five specific dimensions of the job: pay, the work itself, promotion opportunities, supervision, and coworkers. Challenging work, valued rewards, opportunities for advancement, competent supervision, and supportive coworkers are dimensions of the job that can lead to satisfaction (Nelson & Quick, 2013, pg. 58-59).
Job satisfaction represents one of the most complex areas facing today’s managers when it comes to managing their employees. Many studies have demonstrated an unusually large impact on the job satisfaction on the motivation of workers, while the level of motivation has an impact on productivity, and hence also on performance of business organizations. There is a considerable impact of the employees’ perceptions for the nature of his work and the level of overall job satisfaction. Financial compensation