Assessment of relationship between health service providers' satisfaction and customers' satisfaction in private sector

Abstract

Job satisfactionisaset ofbeautifulfeelings,thattheemployeefeelsabout himself,hisjobandtheinstitutioninwhichheworks,andwhichturnshiswork andthenhiswholelifeintorealjoy.Theresearchproblemthereisnorealand actualinterestinthe satisfactionoftheworkers,providingtheappropriatework environmentandmoralmotivationandgivingtheemployeeanareaofcreativity andnoticeinturnandimportance. This studyaimed to assess thecorrelation between employee satisfaction and patientsatisfaction,anassessmentofthe kindsofmetricsusefulforevaluating employeeengagementand satisfaction,establishing a starting pointforconnecting employee engagementto employee performance,makepreliminary recommendations for practices that the hospital may undertake to improve employeeperformanceand patientexperiencesandto provide guidance for a long- term, more extensive data collection and analysis techniques to more deeply explore theextenttowhichemployeesatisfactionaffects performanceand the aspects ofsatisfactionissuesthathave thegreatest impactonemployeeretention andservice quality. Thestudyusedadescriptiveanalyticalapproachasquestionnairewasused asa toolfor datacollection. Thestudy populationiscomposedof hospitalemployeesandpatients, the researcher distributed2 questionnairestoemployeesandpatients. The totalnumber ofoutpatientemployeeswas502, targeting70employees(8doctors, 5nurses, 13 technicians,26managementemployeesand18boardersand cleaners).Onother side70patientswererecruitedtoparticipation.

Thisstudyrevealedthat there were:

• Thereisstatisticallysignificantcorrelationbetweenemployeeengagement andemployee performance • Thereisstatisticallysignificantcorrelationbetweenemployeeengagement andemployee satisfaction • Thereisstatisticallysignificantcorrelationbetweenemployeesatisfaction andemployee performance • Thereisstatisticallysignificantcorrelationbetweenemployeesatisfaction andpatientsatisfaction.

Recommendationsofthisstudy were,patientsandemployee’ssatisfactionsurveys andevolutions should be developedfor the health systemsinpublicandprivate healthfacilities,annualassessmentofemployeeperformanceshouldbe carriedout forpublicandprivate healthfacilities, provisionofsuitableenvironmentfor employees,accommodation ofpatientswaitingareaandinform patientsabouthow touse phonebookingtoreduce waitingtime.