How are organisational climate models and patient satisfaction related? A competing value framework approach

How are organisational climate models and patient satisfaction related? A competing value... Patient satisfaction has become an important indicator of process quality inside hospitals. Even so, the improvement of patient satisfaction cannot simply follow from the implementation of new incentives schemes and organisational arrangements; it also depends on hospitals' cultures and climates. This paper studies the impact of alternative models of organisational climate in hospital wards on patient satisfaction. Data gathered from seven public hospitals in Italy are used to explore this relationship. The theoretical approach adopted is the Competing Value Framework which classifies organisations according to their inward or outward focus and according to the importance assigned to control vs. flexibility. Results show that both a model stressing openness, change and innovation and a model emphasising cohesion and workers' morale are positively related to patient satisfaction, while a model based on managerial control is negatively associated with patient satisfaction. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Social Science & Medicine Elsevier

How are organisational climate models and patient satisfaction related? A competing value framework approach

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Publisher
Elsevier
Copyright
Copyright © 2009 Elsevier Ltd
ISSN
0277-9536
DOI
10.1016/j.socscimed.2009.09.033
pmid
19850393
Publisher site
See Article on Publisher Site

Abstract

Patient satisfaction has become an important indicator of process quality inside hospitals. Even so, the improvement of patient satisfaction cannot simply follow from the implementation of new incentives schemes and organisational arrangements; it also depends on hospitals' cultures and climates. This paper studies the impact of alternative models of organisational climate in hospital wards on patient satisfaction. Data gathered from seven public hospitals in Italy are used to explore this relationship. The theoretical approach adopted is the Competing Value Framework which classifies organisations according to their inward or outward focus and according to the importance assigned to control vs. flexibility. Results show that both a model stressing openness, change and innovation and a model emphasising cohesion and workers' morale are positively related to patient satisfaction, while a model based on managerial control is negatively associated with patient satisfaction.

Journal

Social Science & MedicineElsevier

Published: Dec 1, 2009

References

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