Shipton Helen, Armstrong Claire, West Michael, Dawson Jeremy
Aston Business School, Aston University, Aston Triangle, Birmingham B4 7ET, UK.
Int J Qual Health Care. 2008 Dec;20(6):439-45. doi: 10.1093/intqhc/mzn037. Epub 2008 Sep 10.
To explore the relationship between leadership effectiveness and health-care trust performance, taking into account external quality measures and the number of patient complaints; also, to examine the role of care quality climate as a mediator.
We developed scales for rating leadership effectiveness and care quality climate. We then drew upon UK national indices of health-care trust performance-Commission for Health Improvement star ratings, Clinical Governance Review ratings and the number of patient complaints per thousand. We conducted statistical analysis to examine any significant relationships between predictor and outcome variables.
The study is based on 86 hospital trusts run by the National Health Service (NHS) in the UK. The data collection is part of an annual staff survey commissioned by the NHS to explore the quality of working life.
A total of 17,949 employees were randomly surveyed (41% of the total sample).
Leadership effectiveness is associated with higher Clinical Governance Review ratings and Commission for Health Improvement star ratings for our sample (beta = 0.42, P < 0.05; beta = 0.37, P < 0.05, respectively), and lower patient complaints (beta = -0.57, P < 0.05). In addition, 98% of the relationship between leadership and patient complaints is explained by care quality climate.
Results offer insight into how non-clinical leadership may foster performance outcomes for health-care organizations. A frequently neglected area-patient complaints-may be a valid measure to consider when assessing leadership and quality in a health-care context.
探讨领导效能与医疗保健信任绩效之间的关系，同时考虑外部质量指标和患者投诉数量；此外，检验护理质量氛围作为中介变量的作用。
我们制定了领导效能量表和护理质量氛围量表。然后利用英国医疗保健信任绩效的国家指标——健康改善委员会星级评级、临床治理审查评级以及每千人患者投诉数量。我们进行了统计分析，以检验预测变量和结果变量之间的任何显著关系。
该研究基于英国国家医疗服务体系（NHS）运营的86家医院信托机构。数据收集是NHS委托进行的年度员工调查的一部分，旨在探索工作生活质量。
总共随机调查了17949名员工（占总样本的41%）。
对于我们的样本，领导效能与更高的临床治理审查评级和健康改善委员会星级评级相关（β = 0.42，P < 0.05；β = 0.37，P < 0.05），且与更低的患者投诉相关（β = -0.57，P < 0.05）。此外，护理质量氛围解释了领导与患者投诉之间98%的关系。
研究结果为非临床领导如何促进医疗保健组织的绩效成果提供了见解。在医疗保健背景下评估领导能力和质量时，一个经常被忽视的领域——患者投诉——可能是一个值得考虑的有效指标。
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