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Rehin, K. R.
- Role of Empathy in Ensuring Patient Satisfaction at Government Hospitals in Kerala: An Investigation
Authors
1 Department of Management Studies, Kannur University, Kerala, IN
Source
Asian Journal of Management, Vol 5, No 1 (2014), Pagination: 45-48Abstract
Human beings always look for concern and consideration from others. The desire for empathy persists in every individual throughout his/her life. This need for empathy intensifies at times when a person is facing some difficulty. Whenever a person is having any problem, he/she expects people to empathize with him. This is very much true in case of patients. Whenever a person visits a hospital with any kind of illness, he/she expects the doctors, nurses and even the support staff to show care and concern towards him/her or rather empathize with him/her. Even a slightest feeling of lack of empathy may cause great dissatisfaction to patients. So the present paper tries to identify the most crucial factors impacting the satisfaction of patients with the empathy of staff members at government hospitals in Kerala. Factor analysis of the data collected from 240 patients across various government hospitals, through field survey, indicated that 'patience, care and concern of doctors and nurses' and 'doctors' interest in patients and the comfort provided by them were the vital factors impacting patients' satisfaction with empathy of staff members. Regression analysis indicated that there existed difference in perception of male and female patients regarding these factors.Keywords
Comfort, Concern, Empathy, Patience.References
- Rehin KR and Raveendran PT. Antecedents of patients'satisfaction at government hospitals in Kerala: an exploration. Commerce Spectrum, 1(1); 2013:73-82
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- Teamwork in Patient Care Delivery:Assessing the Perceptions of Government Medical Officers
Authors
1 School of Management Studies, Chinmaya Institute of Technology, Govindagiri, Chala, P.O Thottada, Kannur, Kerala PIN: 670 007, IN
2 Department of Management Studies, Kannur University, Thalassery campus, Palayad, Kannur, Kerala-670661, IN
Source
Asian Journal of Management, Vol 6, No 4 (2015), Pagination: 321-324Abstract
The very definition of organization as a group of people working together emphasizes the importance of teamwork in the accomplishment of organizational goals. Health Care is a domain where teamwork cannot be overlooked under any circumstance with the doctors, patients, nurses, support staff as well as bystanders having their own respective roles. Effective care delivery can be ensured only if all the stakeholders work in tandem with each other. Hence, this paper examines the effectiveness of teamwork at government hospitals in Kerala as perceived by the doctors working there. Exploratory factor analysis of responses from 240 government doctors across Kerala indicated that 'joint effort in patient care' was the sole determinant of effective teamwork at government hospitals. Multiple regression analysis further revealed that most of the doctors unanimously felt that effective teamwork was missing at government hospitals across Kerala, which requires immediate attention on part of the authorities, considering the significance of teamwork in effective patient care delivery.