Human Resource Development in Healthcare Organizations

1. Human Resource Development in Healthcare Organizations Special Reference to Employee and Patient Satisfaction Preethi Pradhan preethi@aravind.org

2. Healthcare Service Delivery InputOutcome Health Systems Human Resource Well being Healthcare Employees Patients Equipment / Technology Customer Satisfaction Drugs

3. Determinants of Healthcare Success Healthcare Customers Internal Customer (Employees) External Customer (Patients) Patient satisfaction Employee Satisfaction Organisational Success

4. Current Research Studies Patient Satisfaction Employee Satisfaction in Healthcare • Areas • Department level • Emergency Room • Overall Hospital facilities Areas • Physician satisfaction • Nursing cadre satisfaction Key Recommendations include Satisfaction in caring for patients Less complaints from customers Key Recommendations include Change in Employee behaviour / skill/ attitude

5. Hypothesis Salary Food service Empathy Employee Satisfaction Patient Satisfaction ? Empowerment Relationship with colleagues Hospital cleanliness • Implications for healthcare • Retention of employees • Improvement of patient care

6. Research Gap to be Addressed • An empirical study in the Indian context which looks at both patient satisfaction and employee satisfaction and their interaction with each other • Patient satisfaction and its relation to employee satisfaction • Employee satisfaction and its relation to patient satisfaction

7. Research Challenge • Identifying issues that influence the levels of satisfaction of both the employees (health care professionals) and patients in any given organizational setting • Developing a methodology (or methodologies?) for empirical investigation of such issues

8. Thank you