International Journal Of Occupational Health and Public Health Nursing

Factors affecting Job Satisfaction and Healthcare Services Quality in Healthcare Organizations

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• Abstract

  Internationally, successful organizations have been those that consider their human capital as their most important asset. Effective Human Resources Management practices have been pointed out internationally as an important element of service quality and customer satisfaction. Job satisfaction, stress and burnout are important human resource management aspects that modern organizations are faced with, forming an important element of employees’ well-being in all organizations. The purpose of the present work was to investigate whether nurses would be less satisfied and more stressed when patients receive poor quality of service. Data analyzed in the present work were extracted from published reports for several hospitals from twelve different countries in Europe, Asia and USA. There was a large variability in working conditions and management practices in different countries. Nevertheless, nurses’ job satisfaction can be a good indicator of patients’ satisfaction. Nurses’ and patients’ perceptions for the quality of hospital care correlated, indicating that nurses do know well the quality of patient care their hospitals actually provide. A low level of job satisfaction is an expected outcome of low level of overall hospital care services. For this reason, initiatives to improve dimensions of health care services may improve both patients service quality and nurses job satisfaction with a positive net effect on overall improvement of patients care, nurses’ job satisfaction and morale.