Human Resource Development in Healthcare Organizations

1
Human Resource Development in Healthcare
Organizations

• Special Reference to Employee and Patient
  Satisfaction

Preethi Pradhan preethi_at_aravind.org
2
Healthcare Service Delivery

• Input
  Outcome

Health Systems
Human Resource
Well being
Healthcare Employees
Patients
Equipment / Technology
Customer Satisfaction
Drugs
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Determinants of Healthcare
Success
Healthcare Customers
Internal Customer (Employees)
External Customer (Patients)
Patient satisfaction
Employee Satisfaction
Organisational Success
4
Current Research Studies
Employee Satisfaction in Healthcare
Patient Satisfaction

• Areas
• Department level
• Emergency Room
• Overall Hospital facilities

Areas

• Physician satisfaction
• Nursing cadre satisfaction

Key Recommendations include Satisfaction in
caring for patients Less complaints from
customers
Key Recommendations include Change in Employee
behaviour / skill/ attitude
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Hypothesis
Salary
Food service
Empathy
Employee Satisfaction
Patient Satisfaction
?
Empowerment
Relationship with colleagues
Hospital cleanliness

• Implications for healthcare
• Retention of employees
• Improvement of patient care

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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

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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

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Thank you