Integrating individual and organizational factors: Drivers of patient satisfaction in Indonesia premuim hospitals

Abstract

This research seeks to investigate the individual and organisational elements that can influence patient happiness in premium healthcare environments. It also seeks to determine which factors most significantly account for variations in patient experience among hospital units. This research employed a mixed methods design (Creswell & Plano Clark, 2018). The quantitative phase employed an online survey method including 1,751 frontline staff, including nurses and patient-facing administrative personnel, across 14 premium hospitals in Indonesia. This sample constituted 64% of the overall population coverage. The study assessed seven constructs: competency, motivation, weariness, emotional intelligence, leadership support, workplace culture, and hospital policies. Simple linear regression analysis was employed to examine the correlation between these variables and unit-level patient satisfaction levels. The qualitative phase employed a Focus Group Discussion (FGD) methodology, with eight participants selected via maximum variation sampling. The qualitative data were examined with the Gioia thematic analysis method to comprehend the operational dynamics of these aspects in everyday practice. Our results indicate that five of the seven hypothesised parameters strongly predicted patient satisfaction at p < 0.05. The strongest predictor of workplace culture was identified, with a R² value of 0.641. Subsequently, emotional intelligence exhibited a R² of 0.565, while hospital policies demonstrated a R² of 0.560. Individual competency, with a p-value of 0.458, and weariness, with a p-value of 0.812, did not substantially predict patient happiness. The study's findings, derived from a qualitative method, elucidate how organisational elements manifest through specific daily routines, including shift briefings and well-defined standard operating procedures. In high-quality healthcare environments, organisational factors seem to be more significant predictors of patient satisfaction than the proficiency of individual staff members. These factors encompass organisational culture, leadership availability, and explicit hospital regulations. This discovery undermines the presumption that individual staff proficiency is the primary distinguishing element in patient satisfaction. When hospitals implement rigorous hiring requirements and staff achieve the requisite baseline competency, organisational variables significantly influence patient experience. Consequently, the results indicate that leaders in premium healthcare should not concentrate just on enhancing individual competencies. They must also enhance work culture and leadership techniques that promote continuous patient-centered service behaviour.

Keywords: {'name': 'service quality, patient satisfaction, workplace culture, organizational factors, premium healthcare, mixed-methods research, healthcare management, emerging markets'}

Authors & affiliations

Agus Wismoyo
Bandung Institute of Technology

Muhammad Yorga Permana
Bandung Institute of Technology

Deposited references

Supplied references, not a list of publications citing this article.

DOI: 10.1186/s12913-023-10528-1

Coulter, A., & Ellins, J. (2006). Patient experience: An overview. The Health Foundation.

Creswell, J. W., & Plano Clark, V. L. (2018). Designing and conducting mixed methods research (3rd ed.). SAGE.

DOI: 10.3390/ijerph15112546

DOI: 10.1001/jama.1988.03410120089033

DOI: 10.1177/1094428112452151

DOI: 10.1108/EUM0000000004784

Herzberg, F. (1968). One more time: How do you motivate employees? Harvard Business Review, 46(1), 53–62.

DOI: 10.1037/0003-066X.44.3.513

DOI: 10.1177/09720634211050463

DOI: 10.4040/jkan.2019.49.2.191

DOI: 10.1111/jocn.12261

DOI: 10.1177/18479790251384339

Mayer, J. D., & Salovey, P. (1997). What is emotional intelligence? In P. Salovey & D. J. Sluyter (Eds.), Emotional development and emotional intelligence: Educational implications (pp. 3–31). Basic Books.

DOI: 10.5539/ijbm.v9n10p28

DOI: 10.21837/pm.v21i30.1403

Meijman, T. F., & Mulder, G. (1998). Psychological aspects of workload. In P. J. D. Drenth, H. Thierry, & C. J. de Wolff (Eds.), Handbook of work and organizational psychology: Work psychology (2nd ed., pp. 5–33). Psychology Press.

DOI: 10.15171/ijhpm.2014.65

DOI: 10.5455/msm.2013.25.121-126

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

DOI: 10.1080/20479700.2020.1870365

Schein, E. H. (2010). Organizational culture and leadership (4th ed.). Jossey-Bass.

DOI: 10.1037/0021-9010.83.2.150

DOI: 10.1177/002224298705100103

DOI: 10.1097/MLR.0b013e31817e189d

DOI: 10.3390/ijerph18041552

Stone, P. W., Harrison, M. I., Feldman, P., Linzer, M., Peng, T., Roblin, D., Scotta-Cawiezell, J., Warren, N., & Williams, E. S. (2008). Organizational climate of staff working conditions and safety—An integrative model. In K. Henriksen, J. B. Battles, M. A. Keyes, & M. L. Grady (Eds.), Advances in patient safety: New directions and alternative approaches (Vol. 2, pp. 467–481). Agency for Healthcare Research and Quality.

DOI: 10.2147/JHL.S369242

DOI: 10.1177/002224299606000203