Authors: Mosad Zineldin; Valentina Vasicheva
Addresses: Faculty of Health and Life Sciences, Medicine and Optometry Institute, Linnaeus University, 351-95, Växjö, Sweden ' School of Business and Economics, Linnaeus University, SE-351-95, Växjö, Sweden
Abstract: Patient satisfaction is a major indicator of healthcare originations' performance and effectiveness. Emotion intelligence and emotional support dimensions are essential to improve patient satisfaction scores, hence improving the organisation overall performance. This study examines the correlation between the organisation performance and effectiveness, emotional support, patient satisfaction and the overall healthcare quality. Two hundred and twenty -three male and female patients form different healthcare sittings participated in this study. The data gathering tool utilised was a 5Qs questionnaire. The variables of the questionnaire was measured by five-item scale with five-point Likert scale. The internal consistency measured by the reliability shows a good Cronbach alpha. All constructs of this study achieved values ranges between .71-.97. Total emotional support (TES) obtained the highest α value (.97) following by total quality of care (TQC) with (.95). The being present and available is found to be the significant dimension to health organisation performance and effectiveness (HOPE) (r. 793, P < .01). The weakest correlation emotional support dimension with HOPE was the informative communication (r. 449, p < .01). Finally, overall healthcare quality and emotional support dimensions are critical factors to improve the healthcare organisation performance and effectiveness.
Keywords: healthcare organisation; emotional support; emotion; performance; effectiveness; healthcare quality.
International Journal of Work Organisation and Emotion, 2019 Vol.10 No.1, pp.19 - 27
Received: 24 Sep 2018
Accepted: 10 Feb 2019
Published online: 23 Aug 2019 *