Catherine Owens

Topic: The impact of healthcare leadership and administrative practices on employee turnover

Research Questions

i. What is the relationship between leadership styles and employee turnover and intent to stay?

ii. What is the relationship between healthcare staff management strategies and their turnover and intent to stay?

iii. What healthcare leadership and administrative practices are related to increased employee turnover and intent to stay

Secondary Data

Owens et al. (2017) provide a quantitative analysis of how the organizational culture influences job turnover among physicians as well as their job engagement, patient experience, and the general workforce engagement. Healthcare leadership is at the center of developing, managing, and maintaining organizational culture and therefore has a direct influence on the outcomes of physicians’ turnover. The dataset is published in a reliable journal article which then enhances its reliability and validity as a source of credible data. It uses a national sample and validated surveys which enhance the reliability of the data.

Majeed & Jamshed (2021), relate the roles of nurse leaders, the workplace culture, and the nurses’ turnover intentions. It provides a statistical computation through structural equation modeling depicting how the use of emotional intelligence enables nurse leaders to shape the work environment and reduce the intent to leave. The study shows that effective leadership and team culture lower the turnover intentions among healthcare leaders significantly.

References

Majeed, N., & Jamshed, S. (2021). Nursing turnover intentions: the role of leader emotional intelligence and team culture. Journal of Nursing Management, 29(2), 229-239. https://doi.org/10.1111/jonm.13144

Owens, K., Eggers, J., Keller, S., & McDonald, A. (2017). The imperative of culture: A quantitative analysis of the impact of culture on workforce engagement, patient experience, physician engagement, value-based purchasing, and turnover. Journal of Healthcare Leadership, 9, 25-31. https://dx.doi.org/10.2147%2FJHL.S126381

Sample 2

The topic for my Doctoral Study Prospectus will be titled "Managing the Patient Healthcare Experience." The importance of this topic is customer service and how it relates to patients, patient satisfaction with HSO's. In healthcare, it is essential to follow up with patients related to their care and recovery. Having these same patients we want to have returned will only return if they are satisfied with the outcomes when they were here as a patient the first time. Patients will want to return to health care centers that they feel cared for them better than other places, received adequate care, and felt quality care was given. The importance of customer service is following up and how that is delivered to our patients is key to greater patient retention (Lockhart, RN, MS, CCRN & Berch, RN, 2005). We often discuss the places we dislike, including restaurants and shops, but this also goes for hospitals and healthcare. A bad review can damage a business far more than good reviews can, and avoiding poor reviews due to inadequate healthcare is important. The way we give care is how our employees are trained, high employee retention, and the satisfaction of those employees matters.

Keeping employees satisfaction is just as important as patient satisfaction because you want to give the same care to employees as you do to patients. Creating an environment for healthcare staff to enjoy their work is essential and part of customer service development. If there are disgruntled or unhappy employees, we cannot expect or receive excellent customer service because of their unsatisfactory working environment (Kanat-Maymon, Yaakobi, & Roth, 2018). The correlation between excellent customer service and patient health improvement is yet to be determined or studied. Still, the feeling one receives from outstanding service anywhere makes one feel that they have been listened to, understood, and helped. That is the purpose of outstanding customer service in healthcare. Having patients feel as if they were listened to, helped, and part of their care process.

 

The research questions I have chosen are as follows for this study:

1. How can excellent customer service affect patients directly?

2. How can poor customer service affect patients?

3. Can poor customer service affect the HSO?

4. Does poor work conditions for healthcare workers impact customer service? How?

5. Is there any information that shows outstanding care helps patients get better?

6. Is there any impact from patient satisfaction on HSO's? If so, what are they? How does it change operations?

7. Who is responsible for customer service within healthcare?

8. How can customer service improve in healthcare?

9. How can customer service be evaluated? Who does the evaluation?

10. Can changes be made to increase patient outcomes through customer service?

 

 

References

Kanat-Maymon, Y., Yaakobi, E., & Roth, G. (2018, December). Motivating deference: Employees' perception of authority legitimacy as a mediator of supervisor motivating styles and employee work-related outcomes. European Management Journal, 36(6), 769-783. doi:https://doi.org/10.1016/j.emj.2018.02.004

Lockhart, RN, MS, CCRN, C., & Berch, RN, S. (2005, October). Little Things Mean a Lot When the Goal Is Customer Service and Patient Satisfaction. Critical Care Nurse, 25(5), 87-88. Retrieved from https://www.proquest.com/openview/e509cd25510c8fc80c90dfebb41e2130/1?pq-origsite=gscholar&cbl=5299