Ogbonnaya_Babalola_human_relations_managerial_support.pdf (287.85 kB)
A closer look at how managerial support can help improve patient experience: insights from the UK’s National Health Service
Version 2 2023-06-07, 08:48
Version 1 2023-06-07, 07:13
journal contribution
posted on 2023-06-07, 08:48 authored by Chidiebere Ogbonnaya, Mayowa T BabalolaRecent debates in healthcare have emphasized the need for more respectful and responsive services that meet patients’ preferences. These debates centre on patient experience, one of the most critical factors for measuring healthcare performance. In exploring the relevance of patient experience key questions need answers: what can managers or supervisors do to help improve the quality of healthcare? What is the role of employees? Addressing these questions, this study examines whether perceived supervisor support (PSS) promotes patient experience through a serial mediation involving perceived organizational support (POS), and positive employee outcomes such as engagement, involvement and advocacy. Using two-wave data from the British National Health Service, we show that PSS is strongly associated with POS, which in turn improves engagement, involvement and advocacy among employees. PSS also has a positive indirect influence on patient experience through POS and advocacy; but the indirect paths involving engagement and involvement are not supported. We offer useful guidance on how healthcare employers can support employees towards improving the quality of services rendered to patients.
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Publication status
- Published
File Version
- Published version
Journal
Human RelationsISSN
0018-7267Publisher
SAGE PublicationsExternal DOI
Volume
0Page range
1-21Department affiliated with
- Management Publications
Full text available
- Yes
Peer reviewed?
- Yes
Legacy Posted Date
2020-06-10First Open Access (FOA) Date
2020-06-10First Compliant Deposit (FCD) Date
2020-06-10Usage metrics
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