Teamwork culture and patient satisfaction in hospitals
Teamwork culture and patient satisfaction in hospitals
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DOI：
10.1097/01.mlr.0000124389.58422.b2
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发表时间：
2004-05-01
期刊：
影响因子：
3
通讯作者：
Young, GJ
中科院分区：
文献类型：
--
作者：
Meterko, M;Mohr, DC;Young, GJ
背景：越来越多的研究表明，医疗保健组织的文化与各种绩效衡量标准之间存在正向关系。在这些研究中，一个关键的文化特征是强调团队合作。然而，没有一项研究考察了团队文化与患者满意度的关系，这是目前医疗机构最广泛使用的绩效指标之一。目的：本研究调查了医院团队文化与患者对所接受护理的满意度之间的关系。方法：研究背景为退伍军人事务部退伍军人健康管理局(VHA)。研究样本包括125家VHA医院，这些医院获得了关于文化和患者满意度的独立和有效的数据来源。每家医院的文化根据4个维度进行评估：团队合作、企业家精神、官僚作风和理性。结果：多元回归分析结果显示，团队文化与住院病人满意度呈显著正相关，官僚文化与住院病人满意度呈显著负相关。进一步的分析显示，在团队合作文化测量的分布中，排名前三分之一和后三分之一的医院之间的患者满意度得分几乎有1个标准差。结论：研究结果表明，医院和可能的其他医疗机构应该努力发展一种强调团队合作的文化，并淡化那些对确保效率和质量护理不必要的官僚作风。
Background: A growing line of research indicates a positive relationship between a healthcare organization's culture and various performance measures. In these studies, a key cultural characteristic is the emphasis placed on teamwork. None of the studies, however, have examined teamwork culture relative to patient satisfaction, which is now 1 of the most widely used performance measures for healthcare organizations.Objectives: This study investigated the relationship between teamwork culture of hospitals and patient reports of their satisfaction with the care they received.Methods: The study setting was the Veterans Health Administration (VHA), Department of Veterans Affairs. The study sample consisted of 125 VHA hospitals for which independent and valid sources of data for culture and patient satisfaction were obtained. Each hospital's culture was assessed relative to 4 dimensions: teamwork, entrepreneurial, bureaucratic, and rational. Patient satisfaction data were available for both inpatient and outpatient settings.Results: Results from multivariate regression analyses indicated a significant and positive relation between teamwork culture and patient satisfaction for inpatient care, and a significant and negative relation between bureaucratic culture and patient satisfaction for inpatient care. Additional analyses revealed an almost 1 standard deviation difference in patient satisfaction scores between hospitals in the top third and bottom third of the distribution for the teamwork culture measure.Conclusion: Study results suggest that hospitals and possibly other healthcare organizations should strive to develop a culture emphasizing teamwork and deemphasizing those aspects of bureaucracy that are not essential to assuring efficiency and quality care.