Unit:
Faculty of MedicineLibrary of the School of Health Sciences
Author:
Karaferis Dimitrios
Dissertation committee:
Νιάκας Δημήτριος, Καθηγητής, Ιατρική Σχολή, ΕΚΠΑ
Αλετράς Βασίλειος, Καθηγητής, Οργάνωση και Διοίκηση Επιχειρήσεων, Πανεπιστήμιο Μακεδονίας
Ράϊκου Μαρία, Καθηγήτρια, Οικονομικών Επιστημών, Πανεπιστήμιο Πειραιώς
Ευσταθόπουλος Ευστάθιος, Καθηγητής, Ιατρική Σχολή, ΕΚΠΑ
Μακρυλάκης Κωνσταντίνος, Καθηγητής, Ιατρική Σχολή, ΕΚΠΑ
Ράπτης Αθανάσιος, Καθηγητής, Ιατρική Σχολή, ΕΚΠΑ
Τεντολούρης Νικόλαος, Καθηγητής, Ιατρική Σχολή, ΕΚΠΑ
Original Title:
Εργασιακή ικανοποίηση και παρακίνηση ως παράγοντες ποιότητας στο δημόσιο τομέα-Ανάλυση των υπηρεσιών υγείας
Translated title:
Job satisfaction and motivation as quality factors in the public sector-Analysis of health services
Summary:
To determine the quality of a health care system, the extent of patient satisfaction must be examined. Patient satisfaction is an adaptive measure of perception, usually used as a performance criterion. Generally, determining the components of service quality is a particularly difficult task because of the lack of physical substance of services and of their multifactorial nature. The involvement of the employees is essential in order to to manage or change a healthcare providing organization and moreover, they must be satisfied and motivated in performing their work.
The healthcare sector is one of the most stressful workplaces, contributing not only to chronic stress, but also to fatigue syndromes. These conditions are interrelated and contribute to low levels of job satisfaction among healthcare workers. In recent years, job satisfaction and effective motivation of employees have become a high priority for organizations wishing to improve the quality and productivity of services provided, especially in the context of limited financial resources. Motivation is characterized by intrinsic and extrinsic forces that drive a person to behave in a certain way in relation to their work and determine its form, direction, intensity and duration. On the other hand, job satisfaction is an individual's emotional response to work and its various aspects. Successful management lies on the ability to create the appropriate circumstances leading to job satisfaction, to motivate employees and to improve their performance.
This study investigates the impact of employee satisfaction on patients’ satisfaction in the health care sector. In addition, it aims to assess the parameters that have the greatest impact on health care workers' job satisfaction and patients' satisfaction with the services. Many studies confirm the important role of communication and empathy in the physician-patient relationship. Communication skills are fundamental to successful medical practice and can have a significant impact on patients’ satisfaction, compliance and outcomes. Physician-patient communication is a determining factor of the level of quality of healthcare services. Moreover, the importance and role of empathy as a factor in improving the therapeutic relationship, patients’ satisfaction, and the compliance with the instructions is also highly emphasized. Identifying these relationships and the factors that influence the quality of work and services will provide the basis for managing the key factors that influence the satisfaction of both healthcare professionals and patients.
Main subject category:
Health Sciences
Keywords:
Job satisfaction, Motivation, Public sector, Quality of health services, Quality improvement, Patient satisfaction, Communication, Empathy
Number of references:
525
