Organizational Performance Indicators and Their Influence on Patient Satisfaction in Healthcare Environments

Biswal, Awasthi and Sharma

Health Leadership and Quality of Life, 2022, vol. 1, 121

Abstract: Organizational performance indicators (OPIs) are key measurements used to evaluate the efficiency, effectiveness, and overall success of healthcare (Hc) organizations. These indicators can potentially influence Patient Satisfaction (PS), an important factor in determining healthcare quality. Understanding the link between OPIs and patient satisfaction might help healthcare practitioners improve service delivery. Hence, to evaluate the impact of several OPI on PS in healthcare settings, this research involves a mixed-methods approach. This approach included quantitative analysis through surveys of OPIs and PS, as well as qualitative interviews with healthcare personnel. OPIs such as Personnel Efficiency (PE), Resource Management (RM), Patient Care Quality (PCQ), Patient satisfaction (PS), and Healthcare Service Time (HcST) were assessed. Data were obtained from various healthcare settings, and using SPSS statistical approaches like descriptive statistics, correlation analysis, and multiple regression, the relationship between OPIs and PS was analysed. Research found a substantial positive relationship between specific OPIs and greater levels of PS. The results indicated that Resource Management (RM) had the highest performance, while Personnel Efficiency (PE) showed the lowest, emphasizing key areas for improving patient satisfaction. The analysis identified areas where OPIs may be enhanced to improve patient experiences, such as communication and personalized treatment.

Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:dbk:health:v:1:y:2022:i::p:121:id:121

DOI: 10.56294/hl2022121

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