Date of Conferral
Doctor of Business Administration (D.B.A.)
Healthcare leaders who struggle to understand the importance of interactions between patients, staff, and physicians can result in poor patient experience. Healthcare care leaders who understand the importance of patient experience can develop customer service training modules and tutorials to improve organizational outcomes. The purpose of this correlational study was to examine the relationship between staff communication, physician communication, size of the hospital, and patient experience. House's path-goal theory was used to frame the study. Secondary data were collected from hospitals in Northeastern Ohio, that reported patient experience scores through the Centers for Medicare and Medicaid's Hospital Consumer Assessment of Healthcare Providers and Systems survey database for the years 2016 and 2017. The results of the multiple linear regression indicated the results were significant, F(5, 144) = 56.822, p <.001, R2 = .652. The findings may provide health care leaders with tools to communicate with staff on how to improve patient experience through improving employee and patient engagement, thereby improving patient experience scores.