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The health industry trend to make care more consumer-centric and patient-centric by transferring risk and control to patients is actually putting a strain on those on the front lines, especially in the face of COVID-19, according to researchers from Florida Atlantic University and four other institutions published in a study in the Journal of Service Management.
"Healthcare providers are sometimes expected to achieve (the) triple goal (better patient experiences, improved population health and lower costs) without having the necessary resources, which has resulted in decreased well-being and high levels of burnout – significant Share of doctors and nurses, "the study says. "In fact, burnout is such a problem in health care that the National Academies of Science, Engineering, and Medicine (NASEM) published a comprehensive report arguing that doctor burnout and poor wellbeing are one of the major health care problems . ""
Health care organizations would benefit from realizing that making sure providers find their work satisfactory is a necessary component of delivering quality patient experiences, said Andrew Gallan, Ph.D., assistant professor in FAU's Marketing Department College of Business.
Gallan, director of the Center for Service Marketing and Management, also points out that rewards providers must be balanced with their motivations in order to ensure the best possible care. In addition, their work environments and workloads should be designed and managed to do the same.
"With the health care system making more telemedicine visits, especially now during the pandemic, these issues are more important than ever as they have put additional pressure on an already stressed health system," Gallan said.
Gallan worked on the research with Timothy Vogus, Ph.D., professor of management at Vanderbilt University; Cheryl Rathert, Ph.D., Associate Professor of Health Management and Policy at St. Louis University; Dahlia El-Manstrly, Ph.D., Lecturer in Marketing at the University of Edinburgh Business School; and Alexis Strong, a PhD student at Cornell SC Johnson College of Business.
The study describes the challenge of truly patient-centered care as the result of five tensions with traditional approaches: patient focus vs. Employee focus; Supplier incentives vs. Supplier motivations; Standardization vs. Adaptation; Patient workload vs. organizational workload; and restoration of service versus risk of litigation. The researchers provide insight into why the tensions exist and how they can be addressed.
Possible solutions include: creating a climate that supports better and deeper relationships between providers and patients; Implement care and compassionate practices in the workplace that support patients, families and providers; and introduce a method of process improvement aimed at improving quality while reducing costs.
Moving to more consumer-centric healthcare is a complex but manageable process when viewed holistically, the researchers found.
"But within this complexity lies a coherence that can advance (research)," the study says. "Ensuring patient-centered healthcare requires this."
The working atmosphere promotes the perception of burnout by nurses
Timothy J. Vogus et al. Whose experience is it anyway? Towards a Constructive Dealing with Tensions in Patient-Centered Healthcare, Journal of Service Management (2020). DOI: 10.1108 / JOSM-04-2020-0095
Florida Atlantic University
Healthcare Worker Satisfaction as Key to Patient Experience (2020, Sep 2)
accessed on September 2, 2020
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