One of the primary concerns in healthcare sector centres around the issue of patient satisfaction. In today’s market, individuals are faced with many different options when deciding on a specific healthcare provider. Thus, a healthcare organization’s reputation for its commitment to quality and patient-centred customer service stands as the main criteria for individuals in choosing a healthcare service provider (Stavins, 2006). The last few decades have a spectacular development in the health and hospital consciousness of the public. The general public is more alert to its health and in accepting the role of hospital in their daily life. People have gradually rid themselves of their old prejudices. The patient of yesterday approached the hospital with reluctance, apprehension and fear of death; today they enter it willingly with confidence and with hope of improved health and longer life. Over the past several years, the issue of patient/customer satisfaction has gained increasing attention from executives across the healthcare industry. Hospitals represent a sizable investment of resources. There is increasing concern to improve the quality of administration in our hospitals to meet the rising expectation of the people. There are new needs and new demands. As a result, industry leaders have been focusing their attention on improving patient/customer satisfaction through various initiatives. It demands for the availability of newer diagnostics, treatment procedures, equity, accountability, and many others.
Motivation can be defined as the processes that account for an individual's intensity, direction and persistence of effort toward attaining a goal. In most cases motivation stems from a need which must be fulfilled, and this in turn leads to a specific behavior. Fulfillment of needs results in some type of reward, which can be either intrinsic or extrinsic. The former are derived from within the individual, e.g. taking pride and feeling good about a job well-done, whereas the latter pertain to rewards given by another person. Although employee motivation is a significant element of health systems' performance, it is largely understudied .The purpose of this study was to investigate: i) how motivation and out patient satisfaction amoung para medical departments of caritas hospital is affected by specific motivation factors, ii) the association between out patient satisfaction and employee motivation iii) the motivational drive of socio-demographic and job related factors in terms of improving performance in this hospital. Sucessful organisations support and provide facilities to their people to help them to balance the scales. Tecnological advances further help organisations to implement programmes aiming to bring patients satisfaction.todays organisations need to be more flexible so that they are equipped to develop their workforce and enjoy their commitment.Therefore, organisations are required to adopt a strategy to improve the employee’s motivation and patient satisfaction so as to satisfy both the organisational objectives and employee needs.
GENERAL PROFILE OF THE HOSPITAL
CARITAS HOSPITAL established in 1962, is a gift of the Catholic Diocese of Kottayam to the nation. Caritas Hospital has grown from a 50-bedded hospital to 610 bed strength hospital. Caritas Hospital Trust has been registered during 1995 as a Public Charitable Trust with Reg. No.510/IV/1995. Now Caritas Hospital is accredited ISO 9001:2008 certification for quality management system and healthcare procedures. Caritas hospital upholds the motto KENOTIC LOVE SAVES LIFE. What motivates the community to accept this formidable challenge is the mandate received from its Lord Jesus Christ, He who wanted every human being to enjoy the fullness of joy and abundance of life. The Catholic health ministry is spiritually centred round holistic care that sustains and improves individuals and communities. Caritas...
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