Organizational coordination and patient satisfaction: a structural analysis of healthcare quality in Durgapur, India
DOI:
https://doi.org/10.18203/2394-6040.ijcmph20252123Keywords:
Organizational coordination, Patient satisfaction, Cross-sectional survey, Structural equation modelingAbstract
Background: Healthcare organizations are complex systems that require effective coordination among departments and teams to deliver optimal patient care. Organizational coordination involves the intentional integration of activities and resources to achieve common goals. This study will explore the relationship between organizational coordination and patient satisfaction in a Durgapur, India healthcare facility, offering insights to enhance quality and improve patient experiences.
Methods: A cross-sectional survey was conducted rigorously at a tertiary hospital in Durgapur to investigate patient satisfaction. A robust sample of 167 patients was used for the data collection process, which was meticulously executed through a comprehensive questionnaire administered over a period of three months.
Results: The demographic analysis highlighted that 55.69% of respondents were male and 44.31% were female. Harman’s single-factor test showed a total variance of 23.06%, indicating no significant common method bias. The measurement model assessment confirmed strong internal consistency (Cronbach’s α>0.7) and composite reliability (CR>0.7), along with satisfactory convergent and discriminant validity (AVE>0.5). The structural model demonstrated a good fit (χ²/df=2.378, GFI=0.944, CFI=0.949, AGFI=0.873, RMSEA=0.09). Most importantly, the relationship between organizational coordination and patient satisfaction was statistically significant (β=0.209, C.R.=6.815, p<0.01).
Conclusions: This study demonstrates that strong organizational coordination significantly boosts patient satisfaction in Durgapur’s healthcare system. By integrating vital operational factors, our proposed model delivers a comprehensive framework designed to elevate care quality, enhance communication, and enrich the overall patient experience.
Metrics
References
Schneider EC, Sarnak DO, Squires D, Shah A, Doty MM. Mirror, Mirror 2021: Reflecting Poorly. Health Care in the U.S. Compared to Other High-Income Countries. The Commonwealth Fund. 2021.
Kalra J, Kalra N, Baniak N. Medical error, disclo-sure and patient safety: a global view of qualitycare. Clin Biochem. 2013;46:1161-9.
Kalra J, Kalra N, Baniak N. Medical error, disclosure and patient safety: a global view of quality care. Clin Biochem. 2013;46(13-14):1161-9. DOI: https://doi.org/10.1016/j.clinbiochem.2013.03.025
Aller M-B, Vargas I, Coderch J, Calero S, Cots F, AbizandaM, et al. Development and testing of indicators to mea-sure coordination of clinical information and management across levels of care. BMC Health Serv Res. 2015;15:323. DOI: https://doi.org/10.1186/s12913-015-0968-z
Banfield M, Gardner K, McRae I, Gillespie J, Wells R, YenL. Unlocking information for coordination of care in Aus-tralia: a qualitative study of information continuity in fourprimary health care models. BMC Family Pract. 2013;14:34. DOI: https://doi.org/10.1186/1471-2296-14-34
Wood, V.R., Bhuian, S. and Kieckerc, P. Market orientation and organizational performance in not-for-profit hospitals. Journal of Business Research. 2000;48(3):213-26. DOI: https://doi.org/10.1016/S0148-2963(98)00086-1
Goldstein SM. Employee development: an examination of service strategy in a high-contact service environment. Production Operations Management. 2003;12(2):186-203. DOI: https://doi.org/10.1111/j.1937-5956.2003.tb00500.x
Choi KS, Cho WH, Lee S, Lee H, Kim, C. The relationship among quality, value, satisfaction and behavior intention in health care provider choice: a South Korean study. J Business Res. 2004;57(8):913-21. DOI: https://doi.org/10.1016/S0148-2963(02)00293-X
McCance T, Slater P, McCormack B. The role of nursing support in enhancing patient experiences and outcomes. J Clin Nurs. 2020;29(13-14):2401-13.
Press Ganey. The impact of registration process efficiency on patient satisfaction: A review. Press Ganey Research Reports. 2018.
Shortell SM, Jones RH, Rademaker AW, Gillies RR, Dranove DS, Hughes EF, et al. Assessing the impact of total quality management and organizational culture on multiple outcomes of care for coronary artery bypass graft surgery patients. Med Care. 2000;38(2):207-17. DOI: https://doi.org/10.1097/00005650-200002000-00010
O'Malley AS, Tynan A, Cohen GR, Kemper N, Davis MM. Coordination of Care by Primary Care Practices: Strategies, Lessons and Implications. Research Brief No. 13. Center Studying Health System Change. 2011.
Xyrichis A, Ream E. Teamwork: a concept analysis. J Adv Nurs. 2008;61(2):232-41. DOI: https://doi.org/10.1111/j.1365-2648.2007.04496.x
Sutcliffe KM, Lewton E, Rosenthal MM. Communication failures: an insidious contributor to medical mishaps. Acad Med. 2004;79(2):186-94. DOI: https://doi.org/10.1097/00001888-200402000-00019
Gittell JH. High performance healthcare: using the power of relationships to achieve quality, efficiency and resilience. McGraw Hill Professional. 2009.
McCabe C. Nurse-patient communication: An exploration of patients’ experiences. J Clin Nurs. 2004;13(1):41-9. DOI: https://doi.org/10.1111/j.1365-2702.2004.00817.x
Nolte G, Ziehe A, Nikulin VV, Schlögl A, Krämer N, Brismar T, Müller KR. Robustly estimating the flow direction of information in complex physical systems. Phys Rev Lett. 2008;100(23):234101. DOI: https://doi.org/10.1103/PhysRevLett.100.234101
Anderson RT, Camacho FT, Balkrishnan R. Willing to wait?: the influence of patient wait time on satisfaction with primary care. BMC Health Services Res. 2007;7(1):31. DOI: https://doi.org/10.1186/1472-6963-7-31
Boudreaux ED, D'Autremont S, Wood K, Jones GN. Predictors of emergency department patient satisfaction: stability over 17 months. Acad Emerg Med. 2004;11(1):51-8. DOI: https://doi.org/10.1111/j.1553-2712.2004.tb01370.x
Pines JM, Hollander JE, Localio AR, Metlay JP. The association between emergency department crowding and adverse cardiovascular outcomes in patients with chest pain. Acad Emerg Med. 2008;16(7):617-25. DOI: https://doi.org/10.1111/j.1553-2712.2009.00456.x
Aiken LH, Clarke SP, Sloane DM, Sochalski J, Silber JH. Nursing: a key to patient satisfaction. JONA J Nurs Adm. 2002;32(9):1–9.
Whitebird RR, Solberg LI, JaKa MM, et al. Patient experiences and perceptions of care coordination in primary care. J Nurs Care Qual. 2024;39(3):239–45. DOI: https://doi.org/10.1097/NCQ.0000000000000759
Li LZ, Yang P, Singer SJ, Pfeffer J, Mathur MB, Shanafelt T. Nurse Burnout and Patient Safety, Satisfaction, and Quality of Care: A Systematic Review and Meta-Analysis. JAMA Netw Open. 2024;7(11):2443059. DOI: https://doi.org/10.1001/jamanetworkopen.2024.43059
Adhikari M, Paudel NR, Mishra SR, Shrestha A, Upadhyaya DP. Patient satisfaction and its socio-demographic correlates in a tertiary public hospital in Nepal: a cross-sectional study. BMC Health Serv Res. 2021;21(1):135. DOI: https://doi.org/10.1186/s12913-021-06155-3
Downloads
Published
How to Cite
Issue
Section
