Date of Conferral

1-1-2021

Degree

Doctor of Healthcare Administration (D.H.A.)

School

Health Services

Advisor

Mary Garbowski

Abstract

Within health care organizations, the experience of care is a critical measure of the quality of a health care system and is an important measure of success. Over the past several years, the quality and experience of care have been criticized within the Veterans Health Administration. Veterans Health Administration hospitals suffer from low patient satisfaction scores and high nurse turnover rates. Research shows a correlation between patient satisfaction and employee satisfaction within other health care organizations, yet there has been limited research on whether this type of relationship exists within facilities across the Veterans Health Administration. Using Donabedian’s quality health care model as the theoretical foundation, this quantitative, correlational study examined the relationship between employee satisfaction and patient satisfaction within the Veterans Health Administration medical system. Secondary data obtained from the All-Employee Survey-Federal Employee Viewpoint Survey and the Survey of Healthcare Experiences of Patients were tested using Pearson and Spearman correlation. The study found a statistically significant relationship between VHA employee satisfaction except when it came to the relationship between VHA employee satisfaction, as measured by registered nurse turnover rates, and VHA patient satisfaction, as measured by the percentage of inpatients who always felt their nurses treated them with courtesy and respect. There was no statistically significant correlation between these two variables. The findings may be used by VHA administrators for positive change by understanding the relationship between employee and patient satisfaction.

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