Business Administration, Management, and Operations Commons^™

Impact Of Behavioural Competencies Of Healthcare Personnel On Patient Satisfaction And Its Estimation, Pritha Chanda, Soma Roychowdhury

Journal of Emerging Technologies and Business Management

Present study deals with various behavioural competencies of healthcare employees and their relationship with patient satisfaction, which is an important indicator of how a healthcare organization is performing. The relationship between patient satisfaction and different competencies (interpersonal, individual, motivational and generic) of the employees serving patients has been established statistically enabling it to estimate and predict patient satisfaction based on their competency values. Moreover, the perception of colleagues working closely with the employees has been found to be useful to estimate the same helping the HR managers to get an idea about the areas of improvement for the employees.During the …