How are Organisational Climate Models and Patient Satisfaction Related? A Competing Value Framework Approach  

Oleh:

Ancarani, Alessandro ; Mauro, Carmela Di ; Giammanco, Maria Daniela

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Social Science & Medicine (www.elsevier.com/locate/sosscimed) vol. 69 no. 12 (Dec. 2009), page 1813-1818.
Topik: Health Care; Italy; Patient Satisfaction; Organisational Climate

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: SS53 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

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.

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