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

Healthcare Service Delivery Input Outcome Health Systems Human Resource Well being Healthcare Employees Patients Equipment / Technology Customer Satisfaction Drugs

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

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

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

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

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

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