Date of Conferral
2021
Degree
Doctor of Business Administration (D.B.A.)
School
Business Administration
Advisor
Ify Diala-Nettles
Abstract
For all healthcare leaders, patient satisfaction plays a key role in healthcare; poor patient satisfaction within healthcare organizations can lead to poor patient health outcomes, decreased revenue, and poor employee engagement. Grounded in Mayeroff’s theory of caring, the purpose of this qualitative single case study was to explore strategies healthcare leaders use to improve patient satisfaction. The participants consisted of five healthcare leaders in metropolitan Detroit, Michigan, who implemented strategies that improved patient satisfaction. Data was collected using semistructured interviews, archival document review, and data from the Centers for Medicare and Medicaid Services (CMS) Hospital Compare database. Yin’s five-step process was used to analyze data. Four themes emerged: caring for patients through communication, patient-centered care, compliance through CMS patient satisfaction processes, and leadership. A key recommendation for healthcare leaders is to create an environment built on communication amongst staff, patients, and their family members, ensuring that everyone involved in the patients’ care understands the expectations of the patients’ outcome. Implications for positive social change include potentially improving patient care experiences through communication and education by healthcare leaders and healthcare workers, resulting in improved health outcomes within the local communities in metropolitan Detroit, Michigan.
Recommended Citation
Franklin, Kajon, "Strategies Healthcare Leaders Use to Improve Patient Satisfaction" (2021). Walden Dissertations and Doctoral Studies. 11282.
https://scholarworks.waldenu.edu/dissertations/11282
