Date of Conferral

2015

Degree

Ph.D.

School

Health Services

Advisor

Eric Oestmann

Abstract

The healthcare industry evolved on March 23, 2010, when the Affordable Care Act

(ACA) was signed into law. The general problem prompting the need for this study was

that healthcare workers are affected by patient and family anxiety, evolving evidencebased

practices and treatments, and regulatory complexities. Outdated managerial skills

with leaders lacking emotional intelligence may produce employee dissatisfaction, and

satisfied workers may influence the quality of care and patient satisfaction. The purpose

of this study was to examine the relationship between senior healthcare leadersâ?? EI and

employee satisfaction. EI theory was the conceptual foundation for this research. This

quantitative study used a survey to collect EI scores from 25 senior healthcare executives

using the Mayer-Salovey-Caruso Emotional Intelligence Test (MSCEIT) and employee

satisfaction scores from the Press Ganey Employee Voice Solution Survey collected by

their organizations. Data were analysed using Pearson correlations, independent sample

t tests, and ANOVAs to test the variables of EI and employee satisfaction. Assumptions

of the t test and ANOVA were met to ensure the sample size was sufficient. The results

of the Pearson correlation indicated that employee satisfaction percentile and score were

not related to EI within the sample. No differences were found in EI by age, gender,

years of experience, or educational level. The changes in healthcare require focusing on

social change as it relates to service behaviors by all individuals who have any impact on

the patient-care experience.

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